Online Marketing

5 Key Reports to Make Sense of Google Analytics Data presented by Jobber

This afternoon’s have Barrett Hall with jobber. If you’re not familiar with Java. It’s a cloud-based tool that helps organize field service based businesses and john r assists was quoting team management, scheduling and invoicing. Barrett Hall is the marketing manager for Java and works with the jobber team to help make sense of their data thanks everybody for joining us on this demo, like Austin, says I’m, I work with jobber and we we work with companies, field service companies, so basically companies That are stationed quite often out in the field and for residential or commercial cleaners, that’s most of them, because they’re they’re doing their business out in the field and our company.

It’s a cloud-based business where we’re trying to save our customers, time taking manual, invoicing processes and manual scheduling processes that have quite often been in pen and paper or again, those those manual processes and make them more automatic, save time and that’s what our software is really Good at so we’re not here to talk about job, or so I won’t spend too much more time there, but did want to give a quick overview at the end of the webinar.

I’r happy to answer any questions about jobber and we will be sending out an email to to those of you who are on the call um just with a bit of a discount for your first few months of job or, if you’d like, to give us a Try or if you have any questions, we’re always available for a demo or happy to talk through the software, so I’m Barrett, that’s that’s my mug! That’s my face. I get to use a lot because I work a matching shirt um to the backdrop on picture day.

Apparently, but I am the marketing manager with Jabbar and i’ve been working in digital analytics for a number of years. One of the things I love about the online space when it comes to your communication or your marketing is that it’s so measurable. Obviously, with Java, we do a lot of online advertising as well as offline, but that challenge of, if you take out a flyer in the local newspaper, measuring that is far more difficult than with your online ability to look at the analytics.

You can see exactly where what advertising traffic sources people came from and how they contacted you or submitted a quote or ask for a quote story or gave you a phone call. So that’s one of the things I love about analytics and in particular digital. So we’re going to dive in now Austin we’re trying out a new thing where we’re going to do some polls with the webinar. So we’re going to put a poll on the page that correct us and just quickly ask the attendees.

How often they look at google analytics, so I’m seeing the poll hoping everybody else is so how often you check your Google Analytics data select one of the following it, and this is something that there is well, certainly with an anonymous pool, there’s no right or wrong Answer but even um yeah, even when I’m talking to you, know in past when I was talking to clients or when we’re talking at job, or there is no perfect answer for this other than just having a general idea of where things are and then we’re going To get into some of the different reporting analysis, give you a few seconds to fill that out and I think Austin the control is with you.

Is that correct perfect? So the first thing I’m going to talk about is reporting versus analysis. Um reporting shows the data analysis, provides action items on what we can do with the data. So this is one of my big complaints with google analytics, and this isn’t really. Google analytics is fault, but there is just so much data and so quite often when users go in there for the first time, it’s so overwhelming it’s it’s kind of paralyzing.

You don’t know what to do with it. So quite often you’ll see people just pick. A few numbers and we’re going to report on it, but that doesn’t really tell us what it means um. It doesn’t tell us what has worked in the past or what we should change up in the future. So we’re going to go through five reports that we’ve got a hand-picked. That would be good for cleaning businesses that will help drive action because really we’re not just trying to create a cute report or we’re not just trying to have a bunch of numbers on a screen.

That’s going to impress somebody we want meaning and, and that’s what we really want to focus on. We want to focus on the analysis so with that, and this is on the same tone. We’ve got vanity metrics and awesome metrics, so our managing metrics are kind of the metrics that you see right when you log into Google Analytics, and they don’t really mean anything. They don’t tell you how to change your website or how to change some of your communication strategies when you’re getting people to your site, then there are awesome metrics that actually mean something they actually indicate.

There is some success in your business or your website is doing what you want it to do. So. My favorite examples of vanity metrics are pages per session and pageviews. So you’re going to see this typically when you first log into Google Analytics depending how your dashboard is set up. But you’re going to see this pages per session metric and that kind of implicitly implies that the more pages per session the better.

But if you actually step back and think about it a little bit, that’s not true for a lot of your cleaning business websites, I’m making an assumption, but you want customers to log onto your website. You want them to maybe check out your services page and maybe go to a contact page. Maybe they log on to your homepage right away and go straight to the contact page. That could be a really successful visit and they’ve only visited two pages.

Conversely, if somebody takes eight pages per session to find out how to contact you or find out what it is, you really do or what services you offer we’re, not providing a very good experience. So to me those metrics don’t really mean anything. On the other side. Awesome metrics an email signup, so this is something that’s very tangible. Let’s say, you’ve got a newsletter on your website and you’re, hoping that people are going to sign up how many people are signing up.

These are the people that we’re going to talk to they’ve engaged with us. They want to hear from us. It’s a similar note could be a form submission requesting a quote or just a contact us submission, so the email signup form submission contact us. Those are awesome. Metrics, that’s what your website is meant to do is get in touch with your customers. Revenue is another good one, you’re going to see this more with ecommerce sites than with cleaning service websites, but not said we can still tie some revenue to your goals.

Let’s say hypothetically, i’m going to throw out some numbers here, one out of every three people that submits a contact form it converts into a paying customer that customer your average customer is about one hundred and fifty dollars. We can assign a value to each form submission, so in that case it would be fifty dollars per form, submission really, whatever it works out to be, but that it’s real meaning.

That means so much more than pageviews and then lastly, goal conversion rate. If we’re going to use the example of the form submission and we’re going to be using that fair bit throughout this presentation, how many people are coming to your site and are doing that that one action we want them to do so in this case four point: Seven, seven percent of people are coming to your site and filling out a form, and then we want to start asking questions about.

You know seasonality. We want to start doing some segmentation, and that brings us into the next slide, which is segmentation, so data in aggregate doesn’t give us much to work with we’re segments, and segmentation is a great way to identify actionable insights. So what I mean by this, if we’re looking at our conversion rate on the last slide I’ll just stand back there, a 4.7 seven percent. How can we segment the data I people on that are coming from facebook versus Google search? Are some of those people converting at a higher rate are what kind of seasonality can we compare? You know September in October to the summer months of july in august, are we seeing ups and downs there and that can help you make decisions um? If you know, if you can learn from this, and you can put your money in a better place when it comes to your marketing efforts and not just money, your time, which is always very valuable and there’s never enough of it, so we’re going to set up Your goals and we’re going to do one more poll, because I’m curious about this one in terms of how many people have set up their goals in Google Analytics if they do go into a Google Analytics semi-regularly.

So Austin. If you want to put that pole up, we can do that. Oh, let me just say that I presented as a presenter rights back and let me give it back to you so goals those ways that we can get away from vanity metrics and I’m going to quickly show how to set them up in Google Analytics. There’s lots of documentation on how to set these up show my screen. So if you do have questions, there’s I’m certainly available to help with this after the call, but I’m going to do a quick high-level how to set it up and again setting up actionable goals.

How many times was our price and guide downloaded? How many times did somebody fill out a contact form that means so much more than things like page views or even average time on site so and also, let me know when you’d like me to take over again. I think we’re showing my screen right now. Oh good, go ahead. I my screen shows the poll bang-up, but I guess that’s: that’s incorrect! Um! Okay, let me go ahead and close that go ahead.

Her. It sounds good, so I’m going to get out of the presentation for a second and I’m going to go over to my google analytics account this actually isn’t. My google analytics account it’s a friends whose we’re just we don’t have any real data in here right now. It’s what we’ve done the account, but when you log in you’re, going to see these tabs at the top home reporting customization and admit you, click on the admin side and then over here on the right-hand side, the third column, there’s a goals, button or a goals, Link so you’re going to click that we don’t have any goals in here.

So you’re just going to create a new goal and it’s really straightforward. We can pick a template, hit, continue and then again, because a lot of the sites that we’re talking about a lot of people that are on the call today are going to be lead generation type websites. You want people to contact us, so we’re going to call this goal. Contact us form submission, so I’m making an assumption that you’ve got to form on your website.

You might have to talk to the person that manages your website or your webmaster to get that on. There but there’s lots of great three tools, including Google Forms. I really like wufu um, where you can embed a form on your website and then once the form is completed, you can send somebody to a Thank You page. So that’s what the goal is. We’re going to set up you click destination and you hit continue, and basically what that means is anybody anytime.

Anybody hits that destination URL. So in this case will say, says thank you um, so Barrett’s cleaning service com, /. Thank you, then we’re going to see a goal fire off in Google Analytics and not something we know is, is a great metric, a great visit, a visit that had some value, you can add a value to it. I’r going to add $ 25 is how much I value each goal submission and then you can save this and that’s it.

So it’s a little daunting because when you get here, you’ve got all these different things. You can do, I’m not a web developer. So I find it overwhelming sometimes, but just know that you just have to go to the goal. Screen create a new goal, and – and that’s it so now that we’ve got our goal, set up we’ll head back to the presentation – and this is why we’re all here is five actionable or five analytic reports for a cannibal insights.

Again we’re going for our captain on. Instead of our vanity metrics, but they’ll really mean anything for us, so the first report I’m going to look at um, it’s a bus or a technology. Well, however, you want to move it it’s just time and also not just you know. I think thank you not on mute, we’re getting a little bit of keyboard in the guys from that problem at all, so on all the slides and I’m going to share the deck with everybody in the email we send out.

There’s this, how do you get there? So we’re going to go audience mobile overview and i’ll just show you the kind of this first one may be the first to right here, on the left, hand, side audience mobile overview and then the data you’re going to see here in the center part of the Screen is going to be the data that you see on this presentation. So what we want to learn here is what devices our users most likely to use when accessing our site and then based on our real metrics of with this particular set of data.

We’ve got the email signup goal, but let’s pretend it’s the form submission goal. Our certain device is underperforming. We want to ask our our conversions geared towards all devices, so when we ask what devices our users most likely to use when accessing our site, that’s really important. You know five years ago in web smartphones, we’re very new, so websites were did lock, designed to be desktop friendly people, weren’t thinking about accessing the web on their blackberry or iphone nearly as much five years ago as they were today.

So the first thing I kind of want to look at is how many sessions – and this is pretty unsurprising – we’re seeing a lot of people visit the site through mobile. A few through tablet – that’s a very surprisingly known, low number, and then you know about half the other half on desktop. So if you are seeing that on your site, a really big percentage of mobile usage, you want to make sure that your site looks really good on mobile.

So you know this is something that Google Analytics can’t tell you. This is where that analysis comes in open up your website on your phone on your tablet on your friends phone check it out on a few different devices. This is something your web developer should be able to help you out with you want to make sure that if you know half the people are visiting the site on mobile, then you want to make sure that you’re providing a really good mobile experience.

Getting on to the other question of our certain devices underperforming, this is quite a good conversion rate of five percent for an email signup. I didn’t. I know with with this particular analytics account the page and the communication was really geared towards signing up for an email newsletter, so you won’t often see if this high, but one thing we’re seeing here, is it’s great on so based on this data, I wouldn’t say That there’s a lot of changes we need to make, but it’s important to note: if this number seven percent was more, you know, half a percent and both tablet and desktop was above three percent.

We would know that there’s a bit of an issue there. We want our mobile device performing just as well as every other device, because it’s making up almost half of our visitors that are visiting our website. I would, with this specific set of data, I would actually ask the question of: why is it performing so good on mobile compared to desktop and again? This is something that Google Analytics can’t tell you.

You have to do a little bit of investigating, but I’d want to know I, when you land on the site on a mobile, are there certain? Is there certain messaging or calls to action that are driving this conversion rate way up? And if there is maybe there’s something we can mimic on desktop, so there’s no, no perfect. One answer, and I think that’s a really fun part of analysis and Google Analytics is Google Analytics, will put you down the right road on the right path and then you’re going to have to do a little bit of investigating.

So with each one of these reports. It creates more questions than answers, sometimes, where the questions we want to ask is: should the site be updated to be more mobile-friendly or responsive? Should there be layout changes on certain devices? So again, that’s kind of talking about how many visitors are accessing by different devices and and how our conversions are working on. Those different devices will move on to report number two, and I will just make a note tube that if I’m going too fast or even if you’d like me to speed up, feel for that, just send a note in the the webinar chat and I’m happy to Stop at any point and answer questions, the entire presentation will take about 30 minutes just over.

So I know we’ve got an hour book, so we do have lots of time to answer questions if needed. So our blog source is very similar to our technology report or our device report. In that it looks very similar. It has a lot of the same data, but now we’re segmenting not by technology, we’re segmenting by how people arrived on your site again, how do you get there? It’s in that left-hand, sidebar acquisition, all traffic blogs, and so we’ll just go through each of these blogs.

What they all mean direct means somebody typed your URL directly into their web browser, so wwta leading service com referral means that somebody clicked on a link that was on another website. So I’m giving this presentation today, the folks at cleaning business today will have the presentation up on their website or on a youtube link, and if somebody comes from one of those links to beget jabra.Com website, that’s a referral social pretty self-explanatory.

If somebody visited your site but immediately came from facebook, twitter linkedin, even Yelper tripadvisor, that will be categorized at social and we’ve got paid, search and organic search which I’ll quickly touch on I’ll, actually um oops, just leaving the presentation here. So what paid search is so? I’r going to look up cleaning businesses Edmonton, I’m based in Edmonton up north in Alberta in Canada.

These are all paid advertisements. You can see them from the ads right here and everything along the right-hand sidebar is an ad below this map and things included in this map. These are organic results. So when you hear people talk about paid and organic, that’s what they’re talking about so we’ll go back here. So we’ve got paid, search, organic search and then we’ve got email. So if you send out an email blast through something like MailChimp campaign, monitor industry, mail out, there’s lots of great third-party services to send out email blasts.

It will be categorized as email, so very sorts as you’re going to start to see some patterns. We’re going to ask similar questions in terms of what is underperforming and what can we learn from? We want to know when we’re looking at this, how were users finding our site and then what blogs and sources are driving valuable traffic and then what blogs and sources are driving less valuable traffic. So I think something that I find very interesting when looking at the set of data is out so much of it.

You know we start at the sessions, so much of the traffic is coming direct, so that means that they’re actually entering WWE arts cleaning service com into their browser. So what that kind of means is we’re talking to people that are already aware of our business, and we want to you know, that’s great. That means that we we have some good retention and and customers like us, because that’s driving a lot of traffic.

But what about these other ways where we can talk to people that aren’t actively searching for us um things like organic search? You know we want to be targeting things like cleaning services, Edmonton, not just Barrett’s cleaning service, so noticing that I would begin to ask questions about. Why is all this other traffic, or where some of were we falling behind in certain areas, organic search? How can we get our organic search? That’s a good question for your your SEO person or if you have an in-house marketer, who does a lot of search engine optimization, that’s an important question and then, of course like, like the last report, we’re going to look at what blogs and sources are driving valuable Traffic, so right here, organic and paid search.

Our search traffic is driving really great traffic, so this would, you know, say it amplifies what I would say before when we were just looking at this. Not only are we not getting very much traffic from this? This is, these are great visitors. So how can we increase our reach in organic traffic? Same thing with paid search, great conversion rate? How do we get our paid advertisements in front of more eyeballs, and you know there’s there’s not one simple solution.

Unfortunately, it’s not just increase the budget. There might be some different strategies there, but again analytics can get you on the starting point to do some analysis or make some really good decisions, the one that is really a way out of left field here is the referral traffic as a terrible conversion rate. But it’s driving the second most amount of traffic. Now that doesn’t mean your referrals are no good in this particular instance.

Maybe the referrals are you just had a job fair and people are coming looking for a job, so they’re not going to fill out your request. A quote contact form or sign up for emails, but it is worth investigating. Sometimes you can see through referral traffic you’ll see some spam sites get in there. So that might have been what happened here. We don’t have the answers right now, but it’s something worth investigating and something to be aware of the thing you really want to avoid is, if you spend a lot of time getting guest posts on another blog and you think it’s really valuable.

This data will tell you it is, or it isn’t valuable. So then, you can reallocate those resources, whether it be time or advertising spend and with all these guys too, if you click into the links, if I were to click into referral here, it would show me the actual referrals I can be social here. It would show me which blog weatherby, Facebook, Twitter, Linkedin, etc. So again, what are we looking to learn? Can we increase our reach through profitable and engage blog, so we’ve coupled that with one increase that through paid and organic search, and then we want to understand why the less probable blogs aren’t work? Should we focus less on these, and so that’s that’s our questions with that referral.

What can we do to increase the profitability of that blog, so we’re going to move into location overview? This report will go a little bit quicker. How do you get there again in that left-hand, sidebar you’re, going to go audience geo, location and further dimensions, and when you get to that report – and actually maybe I’ll, show you quickly when you get to this report, so just nigga audience geo-location you’ve got all these Different dimension, drill, downs, so country city continent stop continent, and so you can determine what’s best for you now being in cleaning businesses.

The reason we want to do this is we want to find out what city people are accessing your site from. If you will only serve in one city or one state or one province, because I’m Canadian, we want to make sure that we don’t have too much traffic coming outside of our region um. I suppose it’s totally fine if chocolate is reaching you from another region, but we want to make sure that we’re not spending a lot of time or money to acquire that traffic.

So, just knowing that you’re you’re reaching your target market in your target city is very important. Another thing that we can learn here are our offline efforts, driving users to our site, so an example that we use sometimes with Jabra we visit trade shows and the trade shows are not in our home office. We like to see if there is a spike during the time of the trade show out of particular in a particular location on when we are at the trade show just to see if people are engaging with us and that helps determine if the trade show is Valuable for us to be a part of, and again this all comes back to not just putting numbers on a page, but it comes back to making decisions, owning your marketing decisions and cost and all of those sorts of things.

So. Lastly, her the action items and questions we want to leave with should any of our targeting efforts, be changed or altered to more effectively reach the correct audience. So again, this is a sort of thing. Let’s say: you’ve got something going up in the newsletter and you’re told that it covers one city keep an eye on this location overview. Do you receive a traffic spike when that newsletter goes out or that advertisement? That newspaper goes out? If you do great, then you know starts a segment.

Where is that traffic coming from? If it’s in your ideal target market perfect, maybe it’s something we can run again. You can see the conversion rate I if it’s not, and if all the traffic that is being driven is in the wrong target market. You know too, probably not invest in that form of advertising again, so we’re going to go on to the fourth report. This is maybe my favorite report, which is a really nerdy by mistake, but I’m a data guy, so I’m allowed to be very occasional again.

How do you get there? Everything is going to be in that left-hand sidebar when you’re in analytics you’re, going to click, behavior, site content and landing pages. I’ve glued up the landing page just for the data, I’m using again a friend’s website and want to be respectful of his data. So I put the job or green right there, but what a landing page is – or at least what Google Analytics defines a landing page has – is the first entrance to your website.

So you know we I like to use analogies about the website, be near your store. It’s your place to make a first impression, and you know to look at this report. We see this top one, which is the home page, gets all of these sessions these. This is the first page somebody sees when they land on your website, but these are all the other pages that people have been landing on as the first point of contact to the website.

So if we go back to the store analogy, we’ve got one front door, but, unlike a brick-and-mortar store, a strip mall or you know, on the street, you’ve got an infinite potential for side, doors and those side, doors and those side. Entrances are just as important, potentially as your main door, and they provide customers with a first impression, and so this report allows us to see how people are finding you, what their first impression is.

So what we really want to learn is what is the first impression we are presenting to site visitors? What entrances are bouncing and i’ll talk about bounce rate in a second and what pages are driving more conversions are underperforming on the conversion dry. So with this set of data, I am not too concerned because you know: we’ve got 1100 out of 1400 sessions came through the homepage, so it’s really.

We want to make sure that our homepage is providing a really good first impression, but let’s say that this second page wasn’t 97. Let’s say it was something closer to 600 and we weren’t aware of that. It wasn’t designed to be an entrance page, but all of a sudden lots of people are coming through this entrance page, it’s great to be aware of, because then we can look at the messaging on that page and is that messaging geared to somebody who is entering Your store or getting to know your business for the very first time.

That’s not to say you should redesign every page on your website to talk to somebody as if they’re seeing your site for the first time, but you just want to be cognizant of that. I provide a little bit of context if this is a service page, for example, don’t just jump into and being a little silly with this example, but don’t just jump into our services are and then just lift list them out provide a bit of context.

Birds, cleaning service provides, you know, x, services in the edmonton area and then go into some more detail. So it just provides that a nice bit of context. So we really want to manage that first impression for those visitors or for those pages that are seen a lot of visitors again for this data. It’s not a great example but check your in Google Analytics data and it can help you make some decisions.

Another thing we want to learn is what entrances are bouncing site visitors, so bounce rate is defined as any visitor or any session. I should say that enters a page on your website and then leaves without doing coming. They could be on a page 43 minutes, but then they could just leave and that’s considered a bounce. So it’s a bit of an imperfect metric, but I think it’s really valuable when you’re looking at your landing pages, because we don’t want people to leave right away, we want them going on to a second page or a third page.

So you can look at these bounce rates and start to say: okay, we want to lower our bounce rate. We want to provide that good first impression. How can we do this and you look at your high bounce rates and you’re able to make strategic changes based on that, so this one this one obviously shouts out. We’ve got a 76 percent bounce rate right here, um for this, I’m not too worried about it, because it’s such a small sample of data – that’s bouncing, but let’s say there were 600 entrances here.

Seventy-Six percent bouncing is a big issue and something we would want it correct. The last thing I’ll go into with these landing pages, is: let’s look at the email, signup conversion rates and figure out how to drive these up. So again, this fourth page is doing a pretty poor job. You know more than three-quarters of the people that are seeing this page for the first time are leaving right away and nobody has signed up for an email or filled out a form or whatever our goal will be.

So that’s where this report is really great. So what do we want to do from here? We want to update our underperforming entrance pages again we’re defining our underperforming pages by a high bounce rate by a poor conversion rate, and then we want to look at the high interest pages and make sure they are the living delivering the correct or a good. First impression, the last last report I’m going to go through is a little bit of an advanced report and that its search engine query.

So there is a little bit of setup required on this report. You need to hook up your google webmaster tools account to your Google Analytics account, but I find this report once you do. That is very valuable. If that all sounds overwhelming, the idea of hooking up a Google Webmaster account to your Google Analytics account. I it is something that your your web person should be able to help you with, but there’s also some really great documentation.

Online google has a great documentation that can walk you through this step-by-step. So what do we want to learn from here are actually i’m just going to back up really quickly and talk about this, for what we want to learn. I’ve blocked out these search queries. So this is what people are typing into the search engine to find your site, so whether it be edmonton cleaning, business or Barrett’s cleaning business.

This is what people are typing internet search engine impressions is the number of time within your given time period. Whatever that has selected in Google Analytics impressions is the number of times that somebody has seen that on their screen. Clicks is the total number of clicks to your website. Position is how its ranking on the search engine and click-through rate is the percentage of people that are clicking through your display on the search engine results page.

So what do we want to learn? We want to know what search queries are driving traffic to our site. What search queries that we expect to see on this report that are not driving to our site and what pages are ranking well, but have a low click-through rate. So you know what queries are driving traffic to our site. We expect to see our branded term, but not not just our branded term, some more generic terms.

So I’m coming back to the example of barrett’s cleaning service. As my company and I do business in Edmonton, we want to see some more generic things like Edmonton cleaning services, residential cleaning services in Edmonton. We want to see some of those queries in this report and, if we’re not seeing those – and this goes back to that second report – we looked at both the traffic acquisition sources.

We know these are things that we can work on. We can write content on our website for this. We can talk to our SEO person or a marketing person, develop content. Maybe there’s some technical SEO things that are an issue, so we want to. We want to fix that. What search queries do we expect to see? I just covered up come on this report that are not driving traffic to our site and then this one I find really interesting.

What pages are ranking well but have a low click-through rate. So something like this guy here, it’s ranking on the first page of Google. It’s in the seven on average, in between the seventh and eighth position, and it’s got a lesson. One percent click-through rate: these clip your rates up here quite high. Those are mostly brand into terms, but this guy right here – and even you know this one in the fourth position on this table.

It’s ranked really high, but the click-through rate well below the average of these other three. So what can we do here and i’ll just show you an example. If we go to back to google, we want to make sure that this title and this description are looking really good. If we’re ranking well, that’s great, but that’s only half of the puzzle. We want to make sure that whatever our copy is right here is encouraging people to click through so um.

You know I’m just trying to do like this is one and I don’t think this persons on the call. That would be a quite the coincidence, but I don’t wan na pick on this person, but it says best house cleaning service services with the edmonton sherwood park. I live in the area, so I know its sherwood park. That’s an ok title, but then it starts to get looking for cleaning services in your area. There’s dot, dot, dot, read our blog posts.

You know what services are in the area. Is there anything you can do to clean this up? We don’t want to see these different dot dot dots. Instead, we want to see well form sentences and you can talk to your your SEO person and they can help you write really good descriptions. Make sure that things are looking really good. Things aren’t cut off, even let’s just see if I wanted to do residential cleaning services.

Edmonton super some other examples here. Cleaning services edmonton mulling made like this is a great example of one everything’s one clean sentence: nothing’s getting cut off. I know exactly what to expect when I click on it and then, when I click on it, I should be happy with whatever is even on the page, so we’ll go back here. Should there’s just one more bullet point about our action items? We want to update on how our pages are displayed on search engines.

That’s a bit of a typo update our how updating our pages are displayed on search engines and then we want to use these queries as inspiration for new content. Are there any queries where your ranking 15, for maybe we should write new pages and more developed content? So you can get onto the first page of Google. Is there anything that’s missing here? If so, we want to write content right service content so that you are displaying on google.

It is a bit of a long-term strategy. Everything that search engine optimization is, but this Analytics report will get you get. You started and get down the right path. So I am I doing for time. I think I’m doing. Okay, 140 we’re at 3.6 or 46 minutes n, so you’re good, perfect! Well, that’s! I went a little longer than I was anticipating, but that wraps up our five analytics reports and I left a few minutes if you’ve got questions about jobber.

If you have questions about analytics or even just anything, really digital strategy, I always loved nerding out on this stuff, so happy to answer any questions that may have popped up. Give everybody on the call a few minutes if they would like to join the call and, if not, which is totally fine. I think I have a question hand rise from Catherine Douglas. Oh okay, so your question came through your number.

One keyword is not provided so that that’s a great question, so actually I’m going to go into this now, unfortunately, there’s no data, but hopefully I can. I cancel yeah. So will yours when you’re not provided information, you’re going to go you’re, seeing acquisition all traffic blogs, which is that second report we looked at and then, when you click on organic search, so i’ll just quickly show you what this report would look like when you click On organic search, it’s going to bring up a list of all your keywords that are driving traffic to your site.

This is a different report and, to be totally honest, I’m a little confused about the ins in the outs of it, but basically Google has stopped giving us all that keyword data in analytics in that report, so how you want to access. Your keywords is by going through this guy, so it’s um, I’m sorry! I didn’t update this, so this is incorrect. I will update this before. I send it off, so you are going to have to go into acquisition, search, engine search, engine, optimization and then queries and when you click queries, this is again a dummy account.

You have to set up the webmaster tools, data sharing, but it’s actually a really simple prod process, especially for you know, if you’ve got a webmaster there, somebody who manages your website, it’s really just a couple snippets of code that Google provides to you that he just Put in the butter of your site and then you’ll get that so. Unfortunately, Google has made a trickier that not provided I came in in the last three years and basically will logged into google and do a search query.

So if you logged into gmail or google plus that data is not shared in analytics, so hopefully that answers your question, it’s kind of a bad answer. I wish it was easier, but you’re just going to have to use this search engine queries report. So we’ll give you a few more seconds to raise your hand and then I will just say: I’m sounding a little bit like a broken record, but I will be sending out an email on later today or tomorrow.

I’ll send you a link to Java. So you can check it out, we’re really proud of our software and we found it’s really good for for companies like cleaning service businesses on little things like batch invoicing. So if you’ve got clients that you visit every week – and you have to do you know a couple hours of invoicing and every week because you’ve got all these reoccurring. Invoices we’ve got a great batch invoicing tool.

So you know that two hours of invoicing is really done in the click of a button. So so it’s a pretty great time saving measure something we’re super proud of so I’ll. Send that out, it’ll have a link or it will include a download of this deck. So you can review that I’m happy to answer any questions about analytics or jobber. So I’ll include that in the email and Austin. If there’s no more questions, I’m happy to to end the webinar


Online Marketing

[Acuity] TUTORIAL #5 – Sync With Other Calendars

We have created an appointment and we have customized your friends. Children dates. Next thing you need to do is sync with other calendars: let’s go ahead and the calendar I am using. Instead, Google Calendar. Okay, if you have iCloud outlook, office365 or outlooks change outlook on one way subscription on whatever, then you can, you can do that.

For me, I’m going to guess sync with the Google Calendar, and here we go okay, I’m going to sign up with better color file. Okay, we allow acuity to check these things and it is successfully authenticated with Google and me. Appointments will be instantly added to well. Canada, they want events from Google to block of time of your calendar check, enable blocking of activities in activity below when Tensei to also have events in google block of time on your activity.

Calendar okay. So what this means is that, if you have appointments in Google Calendar, then they will automatically block blocks of time in acuity. So if you have something in Google Calendar that doesn’t collide with, we can happen that, if you previously yeah okay so reminder about before appointments. Okay: okay: let’s go first things. First, we will check this, enable booking blocking of times in acuity from beta quatrefoil and also blocks off from the entities that least wanted to have we don’t have any other ones? Okay, so we’ll make this okay and I would like to be reminded before the moment.

So what can we do set minder, for I would like to be reminded one day before 10 departments. Okay, oh let’s say one hour. Let’s say: 60 minutes, we save settings, and here we go, we have completed. We have completed all these basic elements in the setting up a QT scheduling, okay, I am Rafael cow from true guru, celebrity calm and these are the basic settings and we could go ahead and set some things, but this would be in pain, advanced tutorials, okay.

For years now, if you have any question, please contact us via Facebook or write to us and we will be happy to to help you again. Rafael Caro from true color, celebrity dot-com, and I will see you in the next article bye,


Online Marketing

Social Media Marketing 101 – “Branding.” #RealEstateRobotArmy

Now, when I talk about the idea of branding I’m saying that you want to attach your business or your identity to a certain brand, like me, my name is Larry Lee and I’m in the mortgage business, but I call myself Larry the mortgage guy. I also talk about the cells disruptor right because I’m actually bringing myself to you guys these sales community.

Now, why is that important? Well, you want to associate yourself with something that’s easy to remember: okay, that’s what branding really is okay and you got to be consistent about it. So, every single time you read my articles, you notice, I introduced myself. This is Larry the mortgage guy, yourselves, disrupt it. Every single time right so by doing that you’re kind of subliminally speaking to the audience that this is the brand that you represent.

This is who you are right now. How do you take advantage of that? Well, on your personal page, you probably should mention that or put something like that, so maybe on your list of jobs or list of businesses or whatever you should put your brain on it. I also have, if you look at my profile, it says literally in the parentheses. It says it says your mortgage insider right, because I actually have a article blog called your mortgage insider again, another brand right, but anything to associate myself with something easy to remember.

I’m not telling you to pummel your entire, you know profile picture and your cover photo with you know, logos and and your brand. That’s not what I’m saying you can if you want, but what I’m saying is that you need to choose something. That’s easy to remember and make sure you present it every single time you interact with someone right. You know. I don’t even talk about more years when I’m talking to you guys, but I say I’m Larry the border guy.

That way, you know I do more. Yes, even though I’m not talking Amy about mortgages, okay, that’s what I mean by branding you’re, literally just associating yourself with an idea or a thought, or something easy to remember and you’re consistently pushing it out there. So people can remember it. Okay and if you put up pictures and such that are visibly, you should probably get a logo like that. You know at the mortgage guy or whatever right and another thing about branding is your pages.

You should share content from those pages to your personal page, with your brand, so you’ll notice that a certain post I post on my personal page and certain post, I post from my business page, which says literally the mortgage guy, okay and also check in if you Can that will again push your brain out there? Okay and that’s about it. So you guys any questions. Give me a call or text me email me whatever you want.

This is Larry the mortgage guy yourselves disrupter,

Hire a professional to manage your website! Find out how much it costs in the video below.


Online Marketing

Webinar – Intro to Blogging for Nonprofits and Libraries – 2009-08-06

To scribble down URLs throughout the meeting, If you are talking about this event on Twitter, — which I know Twitter is down this morning, so I’m not sure if it is back up yet Or not — but the hash tag is # tstblog We’ll also have a forum discussion that will Take place afterwards, if there are questions that you didn’t get a chance to ask or that the Presenters didn’t have an opportunity to answer And we will send that link out again in the Follow-Up, e-mail and it will also be announced at the end of the webinar one more time So welcome everybody to Intro to Blogging for Nonprofits & Libraries, I am Becky Wiegand, a staff writer here at TechSoup and blogger And manager of our blog for the TechSoup blog We will be joined today with Presenters Allyson Kapin from Care2 and Jason Griffey, who is the Author of Library Blogging.

Just to give you a little bit of background on The two speakers, Allyson is the blogger and chief for Care2’s nonprofit blog Frogloop. She also Blogs for Fast Company’s Radical Tech, blog She’s, the founder of Women Who Tech And the Executive Creative Director of the Rad Campaign, Jason Griffey, co-authored the Library Blogging book that I mentioned previously – and he is also authoring the soon to be Released Mobile Technology and Library He writes and blogs regularly for Pattern.

Recognition, which is his own blog, the LITA blog and for ALA’s TechSource blog For the library community So just to go over really quickly. What our agenda is going to be today, we will hopefully be able to get to all of These objectives, where we go through and define kind of what a blog is and what its Benefits are for both the nonprofit community and the library community. Hopefully you’ll Have an opportunity to answer any questions, address considerations that you should think of.

Before you start give some overview of tools, talk about best practices and tips and share Some of our favorite blogs and resources And then at the end we will save some Time for some questions and answers, So hopefully we can get your questions. In And again, if we don’t have time to get to everyone’s questions, we will be Having that follow-up discussion in the forums So Jason, you have a great definition that You use in your book, Could you start us off with giving us an overview of what is a Blog for those who may not be familiar Jason Sure thing One of the problems in Defining a blog is in the book Library Blogging.

I say it’s kind of like trying to define a book. You can have different shapes and sizes and colors Some books have thousands of pages and some Only have two, but they are still books. Blogs are largely the same way. It is definitely A webpage – And there are a lot of “ usuallys” in this definition, It is usually Written in a programming language, although the first things that we Called blogs were just straight HTML: The content of the site is normally stored.

In some sort of metadata-rich format, This is all invisible to the user. And the presentation of the content is usually reverse chronological, That is one Of the hallmarks of kind of the blog format is that you have the new stuff at the top and then It trails as the older stuff trails off the screen, Usually each piece of content or post Is the product of a single author? There are lots of blogs that have multiple Authors but usually the post itself is not normally co-authored by multiple People And a big deal is that the content is updated regularly on a blog Usually again, the page has some sort of social networking component, whether it Allows comments whether it allows track back or some other sort of feedback.

Mechanism for the community in question – Becky – That’s great, And can you talk a Little bit about what the difference might be from a regular website And can a blog be a Website I’d, imagine a lot of organizations and libraries might be interested in using A blog tool to actually create a website if they don’t have one or it would Be easier to update a site if they do Jason Yeah, some of that actually comes down.

To a distinction between what I’ll call code and content You can have a blog engine, That is a tool that is designed for blogging. That does many things besides blogging, So The code that underlies the way the website is put together, whether it Is WordPress or Blogger, or a more fully featured content? Management system like Drupal or Joomla, those that the underlying engine What we would call blogging software could easily run a website in a myriad of Ways, WordPress is really pretty heavily used when it comes to running kind.

Of what we would call a website as opposed to what we would call a blog, But the content really is what sets a Blog apart in that, it is regularly updated that you have what are called posts. You Have consolidated pieces of information that are news items or some other kind of Temporally interesting piece of information that then gets linked to a Time and scrolled through so a little bit different than a Traditional website in that kind of manner, Becky.

Thank you for that help in defining What a blog is and what a blog tool can do, We will have more about the blog Tools later on in our discussion, But before we get to talking about the Nitty-Gritty of the different tools – Allyson, maybe you could talk a little bit about what The benefits of blogging might be for nonprofits, Since you work consulting nonprofits blogging. For nonprofits about using social media tools like blogs, it would be great to share a little Bit about why blogging can benefit a nonprofit Allyson.

Are we jumping Into the slides now Becky Sorry Yep, I hadn’t advanced it Allyson. Sorry, I’m just waiting. For it pop up on my screen, Becky Sorry, It took A second to catch up Allyson, So one of the things that we use Blogging, for is really to communicate our message and really standout from our competition. Or our opposition, So we really use it as a communications tool with our base of Current supporters or potential supporters that we want to reach and recruit and, of course, Reaching out to the press and influentials and decision-makers such as political Representatives like hill staff or state representatives, And it can Even go down into very local targeting And then of course you don’t want to get lost in The shuffle, because blogging is so huge today, I think that there is a stat out there from Technorati, I think there are over, like 75,000 new people that are blogging every day.

And so probably your opposition is blogging and your competition is already doing it. So you want to have that blog presence too, And also blogging gives you a chance to Tell your story with your unique voice And, as Jason was mentioning blogging. Is a really easy and cost effective way to share the latest news in your organization? To tell your story to solicit feedback from your community and to really Foster a great discussion and dialogue, And it gives your nonprofit a really Distinct voice within your movement and can really distinguish you from other Nonprofits that are working on similar issues, And you can see in this example, I used Greenpeace, which, I think is a great example There are a ton of other environmental Organizations but Greenpeace has done such a great job with their Blog, It really caters to their activists.

You can tell, by reading their blog in terms of Their tone and messaging, It is also a great source of information for their activists that are Looking for the latest news on their issues, It’s just a great example of how to really Define your voice within your community So blogging also helps you really brand Your mission with your organization, with your constituents and Of course, with the press – And I used the Amnesty International example – I think that they’ve done a really great job, They’ve, actually called their blog Human Rights.

Now – and I think that is a great great example of Amnesty International – They have done such A great job in branding themselves in general, including their online social networks, They have A really active presence on Facebook and Twitter And their blog is just Another representation of that Also, you can use your blog to really Freshen up information on your homepage, And here I used the Save Darfur example And if You can see, I know this is a small screen shot on your right-hand side, but there towards the Bottom of the screen it has the Save Darfur blog And basically, what they’ve done is they’ve Integrated a blog feed onto their homepage, And it is just a great way to really freshen.

Up your homepage and make it look dynamic for web visitors that are coming back. To your website on a constant basis, And they have also actually used it. It’s the same thing: It’s an RSS feed. If you look over to the left side of the screen, They have also done that with Darfur Daily News, And it is the same idea of using an RSS feed. To really just keep that content really fresh and updated for the users when they Are coming back to your website? Becky! That’s great info, The other great Thing about RSS is that you cannot only use it to keep your own site and information fresh and Active but it’s available for anybody to use Once you have that RSS feed other people in Other organizations, other bloggers, can also use your feed on their own site, helping to further Syndicate your information around the web Before we move on to some of the library Info that Jason is going to offer.

I would love to have folks raise their Hand if they are calling in and joining us from a nonprofit today, So you will see a raise Hand a button If you want to raise your hand if you are from a nonprofit that would be Great just to let us know who’s joining us. I see a lot of yellow on my screen. Which is what happens on the back end? We see a lot of yellow raised hands. It Looks to me like about half of the folks, maybe a little more than half of the Folks on the line are from nonprofits, So if you want to go ahead and put your Hands back down that would be great Now that hands are down for the Nonprofits, I would love to see before we get into Jason’s section.

About why it matters to libraries, I would love to have folks raise their Hand if they are calling in from a library or a friend of the library, Lots More hands going up, That’s great, So it looks like we have quite a bit more at the Moment, nonprofits on the line than libraries, but these tools are equally relevant. I think To both audiences and Jason is going to tell us a little bit why? What are the Benefits of blogging for libraries, If you still have your hand up, you are Welcome to put that down at this point, just by clicking the Same button again, Thanks Jason, do you want to tell us About some of the benefits, Jason Sure thing I kind of picked out three things: That I think blogs are really good at for libraries, And the first of these is — Waiting on the slide There we go, I’m hoping everybody sees that The first is building an audience: Every library, whether it is public academic, Corporate other sorts of special libraries school libraries – all of them – are in Some way answerable to their patrons In the same way that a business Is answerable to its customers? Libraries have a duty to their patrons To serve them in the best way they can And you can’t serve anyone if you don’t Have anyone One of the biggest problems for public libraries and academic libraries Too is trying to increase your patron base, trying to figure out how you can Get more and more people interested in what it is that you are doing And blogs are Marketing and outreach and problem solving and potentially patron feedback all in one It’s a single kind of communication blog that is flexible enough to allow for a lot of different What I think are very interesting communications between you and your patrons So building an audience reaching out to underserved audiences, all Of that sort of thing is really easily done when it comes to blogging.

Blogging is a nice tool for that. The next thing that I think is important for Libraries to think about when they think about blogging, is when I said, share your secrets, And that is Every library has these amazing collections — that’s a little too far. There On the slides There, we go Share your secrets: Whether it is the Smallest public library, in a small rural town, all the way up to major academic Libraries, every library has something some things in their collections that are Vastly important to someone in the world, The problem is connecting the reader and The object It’s similar to marketing, but I think that simply putting out your Information in a way that is easily re-shareable — you mentioned earlier that RSS Makes things kind of re-shareable? You can get your message out more easily.

Libraries, when it comes right down to it, are purveyors of information. We are trying To get our information out into the world in every method that we can use to do that, Is an important one. Blogging is a huge one. I think it’s important for libraries. To think about how they could get a blog into their communication streams in order to Get their content out the actual information that the libraries are holding more fully Out into the world into the digital realm, I think that’s a big deal.

For libraries these days And then finally last piece — Waiting on the slides There, we are Remix. Your world Blogging is a way of — librarians love, structured information. We are insane about structuring information. So that we can do interesting things with it And blogging is one great way of taking Sets of information and structuring them in specific ways through RSS XML Adam and other kinds of metadata formats, in order to be able to as Allyson said, Embed them everywhere that you might want it, You can have one blog.

That then feeds the Information into lots of other webpages, You can feed into multiple websites all at Once And it just gives you a lot of power on the back end, The actual technology Behind blogging gives you a lot of options for things that libraries are very interested. In doing I think that those are the three things that I think libraries can benefit from pretty Quickly and pretty directly via blogging, Becky, That’s great.

It seems like between Nonprofits and libraries there’s probably a lot of overlap in what is trying to be achieved. I mean obviously building an audience communicating with your constituency. Whether that is your local neighborhood that you want to have come out, And participate in library events or whether it is people you are trying to move into Advocacy or action or service for your nonprofit, So these are great tips.

I think For both libraries and nonprofits So before we start a blog before we jump In and try to launch into the blogisphere I’d like to, have you give us some information? About what we should consider as a nonprofit or as a library before really jumping in What kind of things we need to think about? What are the hurdles that you need? To overcome before you try to start, Or is it really just go to Blogger And open an account and start So Allyson.

Maybe you can talk a little Bit about what kind of considerations we need to have before getting started, Allyson Sure! Well, the first thing that you want To do is you really want to define your goals upfront when you’re, first, starting your blog And Jason Did talk about kind of building your audience, So you definitely want to define. Who is your Target audience when you are starting your blog and who are your readers, Who do You want to be reading your material And then you really want to define the Unique information that you are delivering through your blog to your target audiences What’s going to be the most valuable information that you can give them, And possibly the valuable Information is going to be somewhat different than your competitors So because At the end of the day, it’s all about kind of getting the most visits and we want To be able to provide value to our web visitors who are reading our blogs, Then you also want to think about a publishing Schedule In terms of commitment to your blog, how quickly can you provide the Information, and do this on a regular basis, Are you going to be able to — and I’ll talk a little Bit about this below in terms of staff commitment — are you going to be able to update This blog three times a week Or are you looking at kind of doing this more Once a week or once every couple of weeks, Because the more you put into your blog The more you are going to get out of it in terms of people coming to your blog Regularly to read it and commenting and really feel like they Are part of your community So in terms of staff commitment a lot of Organizations look at blogging like a chore And it really shouldn’t be viewed as a Chore It really needs to be viewed as part of your communication strategy, So there Are a couple of options in terms of staffing One if you can designate a blogger And chief, which is what we do over at Care2’s, FrogLoop blog But We also do something once a week.

We actually have guests post And That has worked out really well for us, because there are so many experts in the Field in terms of nonprofit communications, which is what FrogLoop focuses on It’s Just a great way to keep the blog post fresh with guest posts from other experts in the Field and people really respond to that – You can also look at it if you didn’t want To designate one person to be the main blogger, you can have different staff contributing Different posts throughout the week, But I will say that the best thing that You can do in terms of staffing, your blog is again.

We don’t want to look at this as a chore. But when you are having those staff contributions make sure that they actually want to be doing. This blogging and that it is not seen as something that is burdensome on them, because it Can actually come across in the posts that the posts aren’t full of the great resources? It is something that was done very quickly without a lot of thought, So you Really want that staff investment Again my goal in terms of working with Nonprofits is to get them to have a blog that has at least three short posts.

Per week, to really keep that blog fresh and to keep people coming back And who should be blogging, That’s a really Great question that I get asked a lot, And my opinion on this is that people that Truly understand your organization’s mission, your issues, your agenda and objectives. These are the people that should be blogging, And that tends to be people in your Organization that are part of senior management and middle management, You can also have Guest bloggers, like I mentioned before, which could be people like board members, Or allies partners, people that are experts in your field – I am not a big fan.

Personally, of having interns blog or run your social networking platforms, Because it is the senior management and the middle management that actually Understand the core issues of your organization And then at the end of the day, it is all about Messaging, and do you really want an intern who is not very familiar with your organization? That may have been with your organization for a month or two to be the Voice of your organization, Becky, Those are great points Allyson And I Think different organizations do it differently, across-the-board.

I know here at TechSoup, For our blog, we have different bloggers that kind of handle a certain beat. So we have one Blogger, who is a real expert on security issues, and so most of his posts are Security-Related And we have other bloggers who write about green technology and That is what they write about every week, So it is helpful to kind of really look within The organization across staff across board to look for where people strengths are and Whether that is something you want to have on the blog, whether you think That voice and the contribution is really going to contribute.

Something valuable to your readers: Allyson Yup, that’s great Becky! I also know that another organization that I worked for in the past had interns and students blogging as its primary voice, because their Goal and their target audience was other students and other young college students. So I Think in some situations that can really work when you have your key audience defined and People of that same group really targeting them, But it did require quite a bit of maintenance.

By staff to make sure that they were on message and starting some personnel Policies to really set that up Go ahead; Jason, I’m Sorry, if I interrupted Jason, No, no, I was just going to say that One of the keys is at least in the time that I’ve been blogging is, if you are going To separate out the roles like have somebody doing X or Y obviously match that to Their interests You can tell when somebody is writing just because they have To get a blog post done for the week, You can tell when someone is really Actually interested in the subject, in the same way that you can Tell when someone’s talking you can tell when someone’s writing So it’s Really important to match interests with the topics as well.

If you have a particular Thing you want discussed on the blog, find the person in your Organization, that is the passionate you know absolute end, all be all Of that topic and let them do it Becky, That’s a great point, Along with setting The goals and picking the right messengers to be talking Allyson. Do you want to talk A little bit about how to determine voice Allyson Sure, So the tone of your blog really Depends on who your target audience is for So, for example, on FrogLoop we write For a pretty much a young demographic, They are typically tech savvy.

They Are online communication practitioners So we have a very professional voice. But we definitely add some personality and spunk to it. We are also not Afraid to embrace a little controversy, But other blogs, like I had on one of my first Slides like from NARAL, they actually have a bit more of a combination of an activist and Policymaker audience So their blog tone definitely has a research-based tone to it, but Also, since part of their audience is also activists, they actually also definitely have a lot of calls.

To action – and that has an activist tone as well, So they do a nice, jo Bof, bridging the two Another blog audience could be community. Members, including teens and children, So that may take a very different approach. Becky had mentioned one of the blogs that she had worked with earlier. They Had students blogging and college students So that probably took on a very different Age-Appropriate tone and it probably wasn’t sarcastic and it was pretty straightforward.

So There are definitely different tones that you can take depending On those audiences Becky Right – and I would imagine that especially For bloggers who might be working at a library who are trying to get young people to come, To events or trying to get young people to participate in summer reading programs That that would be the sort of tone that they may want to take and being Conscientious of their readership may be young and not get sarcasm or might not get some Dry wit, that may be a different audience would find appropriate Jason Yeah.

It is important to be Informal, when informality is needed even in professional communications, So I think Especially in the cases for young adult blogs, teen blogs and even under K-12 blogs, That school librarians might be doing. Age-Appropriateness is a huge deal tone. Informality is a big deal, paying attention to voice Becky Right, that’s a great point So just to Talk about some other considerations as well Jason.

Do you want to talk a little bit? About some of the more nitty-gritty decisions that a blog team might need to Make or an organization or library might need to make Before they get started, Jason Yeah I’ll go through a few Things pretty quickly, One is commenting. Commenting is a big deal for a lot of Library blogs again, especially either public or school library blogs, where Your readership may be minors.

You may not have readership over 18, necessarily And you want to kind of control the message a bit by moderating comments: Moderation, I’m Not a huge fan of moderated comments frankly, but in most cases it’s good to start that way. It is good to begin by moderating the comments that come in The way that that works. If anyone hasn’t used any blog software is that someone can leave a comment on A post, but it doesn’t actually show u until someone approves it, So you get A chance to read, potentially even edit and then approve a comment before it becomes a Part of the communication stream of your blog Anonymous comments is the other kind of Big piece of that, A lot of blogs do allow for anonymous commenting on their posts.

Anonymity doesn’t always bring out the best in people. On the other hand, anonymity is Necessary, especially for a lot of libraries, We value anonymity of the reading process in A big way, So there is a really tough balance to be sought there, where you give enough Freedom to allow for people to comment freely, but you don’t give them enough freedom so that They feel like they can get away with anything, So some combination of anonymity and Moderation can find that balance pretty quickly.

Once you see what people are Doing and see how that is going So comments are something that Will always be challenging Any time you have an open communication. Stream, it’s going to be a challenge to try to keep those in The topics that you want, If you are doing Anonymity also goes to the blogging the blogger side of the world. There may be instances in both libraries And in nonprofits, where, if you are dealing with a particular controversial topic, you May want the identity of the blogger themselves held back.

You would not want an actual name. Attached to that, That is absolutely allowable. I think, especially in instances where you are Attempting to protect identity for potentially for legal reasons. There are many many reasons: That this might come up. It is not, as — it’s good, for people to know who is Writing because often readers want to be able to connect to that person again or find Other things that person has written But if the things that you are trying To get across are of a sensitive nature.

Anonymity in blogging is Something that is very common and definitely is not a Taboo in any way across blogs, How can you ensure your blog doesn’t get Hacked Well, a lot of that is going to depend upon what kind of blog you choose to set up. How you choose to interact with the software that is actually running the blog, The biggest Decision there is, do you, as the nonprofit or library have web servers that you are Going to actually install software on to, or are you going to rely on, an outside service? And outsource that particular bit of it, If you yourself are hosting the blog, then There are measures that you need to take for any kind of web hosting fire, walling and Things like that to try and keep the hackers at bay If it’s outside of your organization, And it is being hosted by someone else, a large part of the choice of who that Someone else is needs to be, how secure is it? How do I follow up with the person You Expect, for instance, if you host a blog with a mom-and-pop hosting service down the Street from you, you need to be able to talk to them about security issues.

They Need to communicate with you clearly that they are patching their software And keeping their servers updated If you go with something like Blogger, that’s hosted by Google. There is certainly a different level. Of communication that you can expect or not expect from a Major company like that And then disclaimers and how to Allow for some freedom of opinion, but still protect your organization in some Way Most blogs, most professional blogs that I am a part of and that I am Aware of have some form of blogging, Whether it’s a code of ethics or whether It’s just a set of blogging guidelines or something that is published that says this Is the topics that our blog is going to cover Here? Are the sorts of things that we talk about? And if we go off topic, it is the individual that is responsible for that and Not the organization as a whole, And that certainly is a standard sort of Disclaimer to put on pretty much any group blog, especially if you have multiple bloggers, That are all contributing to a single blog, It’s important to give them a little bit of freedom.

But also to warn your public that the opinions and such if you are allowing kind of unmediated Blogging and free selection, and things like that, that you need to warn the public that it is Possible that the blogger may say something that you don’t like It is their opinion. And not the opinion of the larger community Becky, That’s great, And I think that There are probably a lot of examples that are able to be found by Google or Bing Or whatever your search engine of choice is these days samples of content guidelines And blogger disclaimers, We have one that we use at TechSoup as well, where we talk about the Audience that we are writing for and the tone, as well as some of those more no-no things Especially as a nonprofit, it’s something that there are legality issues.

If you work on Political issues around endorsing a candidate or denouncing a candidate or a specific Political party, So there are some things to be careful about and it does help To have some written policy of some type, especially if you are recruiting guest Bloggers to help or board members who may not know some of Those no-no things to avoid, And I think there are great examples of Disclaimers that are pretty easily Googleable, and you see them on a lot of the different blogs.

Some of the blogs that were in the screen shots earlier for sure I know NARAL – has a Pretty good disclaimer on their site And when you were talking About controversial topics, I know that they have to pretty Heavily moderate a lot of their comments just because they work on women’s rights issues. And it is a really heated topic frequently, So they get a lot of what we call trolls or People who are there just to kind of create trouble and aren’t necessarily the audience That they are aiming to reach, They are there to sort of Sabotage some of their messaging, So that is really terrific.

We’re a little Bit off on time as far as our schedule, so what I’d like to do is talk about some of The tools and we are going to go over them pretty quickly here, We’ll just show some Screen shots and talk about some of the benefits, and we can follow up with more in the Q & A if you are needing more detail And we will also send some resources. Afterwards, that list out some of the best uses for some of these tools, so you can find Which ones really will suit your needs So Jason? Do you want to go Through any of these tools, Jason Yeah – I can snap through Them pretty quickly, I think Blogger.

Com is owned by Google and its a Hosted solution, That is the blog typically — and you can actually do a couple things. With it — but typically the Blogger blog sits on Google servers And you have An address that reads something like “, YourBlogName.BlogSpot.Com.” Blogger does Give you the freedom to publish the blog to your own space? If you have some server Space, So it does have kind of a dual role, although most people that use it do use it as The Google hosted solution very easy to set up.

You can literally go to Blogger.Com and have A blog up and running in about 35 seconds, It’s very, very fast, So let’s go to the next There we go Another hosted solution. That is another solution. Where the information lives on some server out in the world is WordPress.Com WordPress.Com is probably the second most popular Blogger is by far the Largest of the hosted solutions in the world right now, World press.

Com is Probably second, maybe third, but I think it is probably second these days It is similar in that you sign up like signing. U for a web mail account, You sign up. You Give it a couple of pieces of information You hit, go and you’ve got a blog There. Are limits to these sorts of hosted services in that you can’t really tinker because The software lives outside of your control. So if you want a ton of control on look and Feel and on plug-ins multimedia ability and other things that come With having a localized install, these may not be exactly what you want.

But if you are just dipping your toes in and you want to kind of get a feeling for how To blog and get just kind of a rough start, Blogger or WordPress, and then the next Option as well are all hosted options. The third of the hosted options that I wanted to point out is TypePad.Com. These are kind of the three WordPress Blogger and TypePad are the three really substantial blog platforms on the Web TypePad is the hosted version of a tool that we are going to look at in just a second Called MovableType And TypePad is similar again to WordPress and Blogger, Each of them Have their own feel So in the same way that different web clients for e-mail feel Different when you use them, each of them have slightly different controls, slightly different Abilities different plug-ins: They treat things just a little bit different, but Overall, it’s enter your information press, a couple of Buttons, you have a blog And the disadvantages for libraries.

And for nonprofits, I think, for these is that you lose some control when your Information is stored out on their servers. You don’t have complete control over the Way, it looks You don’t have complete control over the way it treats media or the way it Treats even commenting and things like that, You lose some control when they are out There, On the other hand, they are easy and mostly they are free, So those are The two things that sometimes win out easy and free over full control, The largest non-hosted, that is the Largest solution for blogging these days, where you are actually installing it locally On your machines is a piece of software also called WordPress WordPress.

Org Is the website where — Whoops One too far, there Sorry, Let’s go back one, So WordPress.Org is the site where you Would go And you can actually download WordPress is an open source tool. It’s Completely free completely open source, completely modifiable. You can download it And install it locally on your own servers, When you do that, you have complete control over How it looks what it does plug-ins media, how the users are treated kind of Absolute control over the way it works.

You do need both a web server and then some It sort of background in order to deal with getting it installed Once its installed, pretty Much anyone can use it. Even nontechnical people have no trouble logging in and creating Posts and things, but the initial install is sometimes problematic So, depending on your Organization, it may or may not be a good fit, But it is both the most robust largest install base.

There are literally millions and millions of people using this tool, including two Of the blogs that I blog on And it allows you kind of complete control, So it is very, very highly recommended if you have the technical background and ability To deal with it, It is the one that I recommend Becky. We should mention that WordPress.Org Also has a really large community of users that are active in the forums, So, if You’ve got some technical expertise, but you are not quite sure if you’ve Got enough to really set it up yourself, I would visit the forums that was Actually, in the top of that screen shot And then you can kind of get a feel For whether or not you can really do it and maybe get some people to help You set it up through the forums, Jason Yeah, one of the advantages Of being the largest install base of open source blogging, software is that there Are thousands and thousands and thousands of sites that will walk you through the process? There are articles that will walk you through the install process.

There are Forums where you can ask questions, There’s a really remarkable user base. That will help you with WordPress The last of the actual blogging tools. That I wanted to point out is MovableType. Movabletype was very very popular early on in Kind of the blogging revolution in the early 2000s MovableType was a really popular Option It’s dropped off because WordPress kind of overtook it in a lot of Ways But MovableType is still very popular.

Lots and lots of sites are using it. Movabletype actually has two different models: One is an open source model. They have a version that is free, But they also have a version that is paid. You Pay for the software you install it locally and paying for the software gets you some Support So for a lot of nonprofits and libraries having that extra little bit of Support sometimes comes in really handy, So the model for MovableType is a little Different With WordPress, you can find support, but you normally have to do so by digging.

Around forums and talking to individual people With MovableType there’s a support. Base that is built in for it Becky And I would add that MovableType seems To be much more used by larger organizations with a dedicated IT team, as opposed to a Lot of the more smaller grassroots groups that tend to go with a hosted Option like WordPress or Blogger Jason Yup. I think that’s exactly Right MovableType does tend to be more a larger install.

You can see the screen Shot has the Obama Biden page on it, so MovableType was used for that. And clearly, a large IT structure behind that particular undertaking The last two tools that I wanted: To point out just very quickly, because I know we are running over Time aren’t actually blogging tools, but they are related to blogging. Tools – And they were important enough – that I thought we should mention them.

The first is a service called FeedBurner. We’ve Mentioned a couple of times in the presentation, RSS and dealing with RSS feeds and moving Them around and all of that sort of thing All of these blog platforms provide An RSS feed for your readers to push in to their own aggregators or anything Like that, But FeedBurner is a service that mediates the RSS feed for you. And then gives you statistics on it, So you give FeedBurner your RSS Feed FeedBurner gives you an RSS feed to give to your patrons Your clients, your customers And then FeedBurner gives you statistics on That RSS feed You can tell how many people are using it, what things they are Clicking through to the actual page on It gives you a lot of interesting things that You don’t get normally from a standard, RSS feed So for the purposes of measuring Results we measure what we care about And if we care about who is reading our stuff, Then we need to be able to measure the RSS as well, And FeedBurner is one Of the best tools to do that with So, I wanted to point it out: separately.

And The last tool is one that probably again we mentioned early, but is Twitter And Twitter is a form of blogging. It’s called micro-blogging Twitter, Friendfeed, even Facebook to some degree are all kind of experimenting with This micro-blogging format, where it’s just little 140 character messages That get your voice out at a time, So it is a type of blogging. It is just a very, very Small blogging, So I wanted to at least mention it in the larger context of kind of The blogging software and stuff so that people would think About the two of them together, Becky Right And once you have your blog set Up and going you can really easily automate so that your RSS feed feeds Directly into a Twitter feed, So if you have an organizational Twitter Feed your blog post headline can be your 140 character.

Twitter update, So It can really be synced up pretty easily and reach out to different people. In different parts of the community, So let’s try to move on pretty quickly here to Best practices and tips so that we’ve got some time to get through to questions So Allyson Can you give us some of your best practices, having been the blogger and chief For FrogLoop for a while now Allyson, Absolutely So, the First thing that you want to do because, just like with e-mail, Communications and battle of the inboxes well, it is also battle of the websites.

And blogs and all online communications, So you really want to keep everything Really scannable, when you are using blogs And a good way to do that is by using Bulleted lists to display key highlights: You can also frame your post around key Sections that really illustrate your points with bold headlines. I know this is a Little bit hard to see in this slide here, but you can actually tell off to the right hand Side here, where I have the arrow and circled it, the headline reads: “ understand what you want: To track.

” – And that was a really good framework to frame this post, which is around the Top eight social media tracking tools that I used in this example And you Can also use pull, quotes strategically and to highlight very good compelling Comments from someone that you’ve quoted or a really good, stat And in terms of other best practices, layout You want to display several posts on the main page, using excerpts and associated images.

So Web visitors can really get a quick synopsis of your latest articles. If you just decide. That you are going to display one post at a time on the main page of your blog. Well, then, The reader is getting just one example of what you are writing about, rather than a List of articles that you are writing about, So you really do want to use that excerpt. Tool.And. Then The length of posts – that’s another common question – I like to say that the length of posts Should be around 500 to 750 words or less? If it is longer, you can divide the post into A two-part post, which is also kind of nice, because then you kind of have a little Bit of suspense as to what the reader is going to be looking for next And then hopefully They will come back and read it the next day or whenever you decide you want to actually Post that second post, But definitely tell them if you are going to use that type of format when To expect that next post, as part of that two series, So you also want to think About search engine marketing And basically search engine marketing allows You to increase your search engine rankings using key words that relate to your nonprofit’s Issue because a key word oriented blog, can really increase your Chances of higher search rankings, which means, of course, more traffic, To your blog, which is what we all want And in terms of promoting your blog We talked a lot about actually RSS feeds which really gives visitors the opportunity.

To subscribe to your blog’s RSS feed, And I recommend that you actually put in Rss feed in a couple of places on your blog somewhere near the top, so that people Can actually subscribe to the blog, And then I also like to incorporated It into the bottom of each post, something that says: click here, To subscribe to our RSS feed, So I like to actually put it not just in One place, but in a few strategic places so that people have opportunities.

To sign up across your blog, You can also incorporate something called “. Add This.” And I actually included as screen shot of this towards the bottom And it basically Encourages users to promote your blog post and share the blog through A variety of social networks – And I believe it has about 50 social networks, It has Facebook and Reddit and Delicious and MySpace Digg Twitter. It’s A really really great tool to use, And again I also put this At the end of every blog post Social networks, because at the end Of the day, all of our communications are about integrated communications.

We want To hit people wherever they are on the web, whether that be through e-mail Social networking through the web, So you really want to promote key Articles to colleagues and to listservs and reporters using also a variety of Social networks like Twitter and Facebook, And then you also want to post comments on Other blogs, who are discussing similar topics and actually linking back to your blog because It really builds a nice reputation with the blogs that are actually covering similar issues And When people are reading the comment, sections of those blogs, they actually see your Comment and your link back to your blog And hopefully they are going to click On that and read what you have to say about the particular post or the similar Issue that they are talking about Becky – That’s terrific, That’s great! So what we Are going to do here with these last few slides is I’d like to get started with a few questions? And answers so we’ll just really quickly show a couple of the slides that are on Allyson’s Top Pick List, And a lot of these are great resources.

If you are looking to start your blog, These Are a lot of blogs that are talking about how nonprofits can do this kind of work? Effectively, So you will receive all of these slides in the follow-up e-mail and they Will also be archived on our site, So one that she had as an example is Beth’s. Blog, This is also a favorite of mine. Talking about how nonprofits Can use social media, I threw in the TechSoup blog, which we Talk a lot about nonprofit technology, including social media and topics like How to blog and which tools are best, And then we also have Some of Jason’s top picks – And here are a couple That he has highlighted – And this is from the Skokie Library, One of Their blogs, they have a whole series of blogs.

This one is called The Bookshelf And then ALA. Techsource is one of the blogs Where Jason actually writes frequently And then I will also mention that We have TechSoup for Libraries, which is all about libraries, And technology on our site. So now, if you have a question that you haven’t Been able to ask yet or even ones that you have this is the time to do it in our chat. Box And I will go ahead and grab some that have already been asked.

So the first question Laura actually had a Question I think Allyson that you had addressed in the chat directly to her, but I think it would Be useful to answer it for the whole audience, But where can you go to learn how to Upload an RSS button or create an RSS feed to put on your homepage or To keep your content fresh Allyson Well, here is what I mentioned to Laura that, basically, all blogging platforms like WordPress and Blogger, offer RSS Feeds And most CMSs like Drupal and Joomla – they offer this too.

So if you are not working with A blogging platform, you can actually write a script to pull out this information out of the database. And into an RSS feed, So that was my basic advice to her And I think that Jason, that You had had something to add on this too, that you talked about During your presentation, Jason Well, I had mentioned FeedBurner, which Will convert a feed that you have already existing into kind of something? That’s trackable.

It doesn’t Create the feed – and it doesn’t really give you buttons and things in order to do that, But there Are a lot of — for each of the different tools? There are slightly different ways to kind of deal. With RSS And all of the tools that I mentioned and probably any of the other Tools, Drupal Joomla. All of those have pretty robust online discussion. Communities, So if you do a little bit of looking, you will find lots of examples.

Of ways to get that done, Allyson And if you have like a static site, With HTML, there are some services like FeedFire that you can use as well And in terms Of — someone actually asked about uploading an RSS icon. Well, that is something You can actually find on iStockPhoto.Com and you can pay a dollar for it. There are Some free ones on Smashing Magazine as well Becky, Great And somebody actually Just asked what is RSS again So RSS is real, simple syndication And it is The little button that you see on a lot of blogs, a little orange button with what looks Like little speaker amplification waves – And that is what people can click on to subscribe – To your feed, or have it come into their inbox if they have a feed, aggregator or news Aggregator, so that they don’t have to come to your blog necessarily to be getting The great info that you are blogging about It can come directly to them wherever they want.

It to arrive whether it is on an iGoogle page or whether it is in their inbox. So that is what Rss is It helps syndicate your blog around the web, So one of the other questions that was asked by Denise was of the three different hosted tools that were mentioned, which, which one would You recommend, Do you guys have favorites Jason, I really like WordPress, but it is limited. In that, the online version has some limitations that I don’t particularly like Blogger gives you a Lot of flexibility, You can start with a hosted blog and then kind of transition.

Your way to having Your own domain name and then even transition that into publishing the blog on your own site. So Blogger gives you a lot of flexibility. Google is pretty good about enabling their Tools to do as much as they possibly can So I like Blogger, especially if you are just Starting and just want to get a feel for it. What do you think Allyson Allyson? Well, I mean we actually are. We Bdevelopment firm, so we actually use WordPress a lot to run blogs, but we can completely Customize them So that is very different than somebody who actually doesn’t Come from a web development background, But definitely WordPress is probably my Favorite, But I agree with what you were saying that if you do not have development experience, Then I think what you were mentioning like Blogger is Definitely a good platform Becky.

I would agree. I Really like WordPress as well. But I think that if you are from a Big organization, with a good IT staff that I’ve had some really good experiences. With using Movable Type as well, Even though it is pretty different, it’s got Some great functionality that comes with it, if you are able to Purchase it and set it up, So we are really running out of time. Here and we have a lot of questions, So I think we are actually going to have to wrap It up I apologize to folks who have added questions to the mix.

We can certainly continue. The conversation in our discussion forums where we can take some time to answer These questions later this afternoon Here is some contact information. For Allyson and Jason Again, you don’t need to scribble this down right. Now you will be receiving it in an e-mail shortly. The link for our conversation, where We can ask follow-up questions, is here, And hopefully we can get to some of the Questions that we didn’t have an opportunity to answer in person.

We would encourage you to visit TechSoup and Try to get the most out of your technology for your nonprofit or your library, And before we wrap up I’d just Like to thank our sponsor ReadyTalk, This webinar was made possible by ReadyTalk Which has donated the use of their system to help TechSoup expand awareness of Technology throughout the nonprofit sector, ReadyTalk helps nonprofits and Libraries in the US and Canada reach geographically dispersed Areas and increase collaboration through their audio conferencing And web conferencing services, Thank you to everybody who participated.

Including Allyson and Jason, We really appreciate you taking the Time out to do this presentation And thank you to our volunteer, Laura Who has been manning your chat questions? You will receive an e-mail shortly after This event has wrapped up with all the links to this presentation: the recording And the resources discussed, I hope you will join us in our forums. And please take a moment to complete your postevent survey, so we can Hopefully improve this service even more for future webinars.

Thank you all. Thank you, Jason. Thank you. Allyson And thank you to all of our participants Allyson. Thank you. Jason Thanks. Everyone

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Online Marketing

Gathering evidence of impact for grant applications: experts share their tips

Like I said, my name is Stacy conky, oh, and we also have with us Fiona Miller from the University of Stirling she’s, a research impact officer there and Fiona is going to be exploring how researchers at her University are considering the use of altmetric data and communications Beyond online, in social media and in the funding applications report CVS with the purpose of demonstrating impact, and then we will hear from the university of sheffield, kate, armstrong and sarah gear kate is the evidencing impact project lead at Sheffield.

And Sarah is the impact consultant at University of Sheffield and Kate and Sarah are going to share some research facts strategies for impact evidence gathering based on the results. The project they’ve been working on called the evidencing impact project they’re going to share how to design workflows for collecting data that can be used to write stronger, more compelling grant applications and reports.

So first things first, like I said, I’m going to give a bit of a lay of the land to set the stage for what our guest speakers are going to be talking about today. So, for those who don’t know who are new to altmetric, we are a data science company that track discussions of research online. So, in a nutshell, if a journal, article or scholarly monograph is shared on Twitter, if it’s recommended on a blog, if it’s discussed in the mainstream media or may be cited in a public policy document, we capture that attention at altmetric.

So we’ve got this database of over 8 million pieces of research and the related discussions that surround the research. This type of data is called altmetrics. We are one of several altmetrics companies. We’ve just got maybe the best name and we’re the most closely associated with the type of data that we collect, and our data is really comprised of a lot of different things. It’s got tweets links on reddit’s blogs, faculty of a thousand expert peer reviews, scholarly bookmarks on Mendeley and data from a lot more online spaces, which means that we have a lot of data to play with and analyze, which is what I’m going to be talking about.

Today, so over the next few minutes, I want to dig into some of the following questions, so I wanted to understand how often funded research is discussed online in general and then how does that compare it to all research in similar subject areas I wanted to see Where research that’s funded is being shared both in terms of the online spaces, where it’s being shared and where in the world people are talking about research, and then I wanted to understand also is attention to research sustained over time.

So what I did was, I pulled funded research into very broad subject: areas from two major UK funders. I found similar research in scopus, published in the same general subject, areas and in both cases for simplicity sake, I limited the sample of research to just journal articles and article reviews, and I limited also to research that was published. Five scholars working in the United Kingdom. Now chose articles from 2014 to look at to ensure that we had a few years worth of attention data to play with.

If a papers been around longer, it’s just going to have more altmetrics same way. It would have more citations in theory. So here is what I found the first interesting bit is that, surprisingly, a much lower proportion of funded articles had online attention than other subject: area research in general. The next thing I found was that, in terms of where funded research is being discussed online for funded Arts and Humanities research, it shared a lot in Twitter and a lot in the news which matches what we tend to see for all research in general on our Database, most articles are tend to be shared on Twitter and on the news.

That’s where a majority of our attention data comes from funded biology, research or BBSRC. Research also had a lot of attention from those same so, and it also showed some unique attention sources. Some of this research appeared on the Chinese social network, Sina Weibo, some on the QA site, SEC, overflow and even on LinkedIn AHRC. Oh there we go aah, RC, funded research from 2014 had sustained interests over time.

We see that even a year later few years later, there are these Peaks and attention that happened on Twitter as interest renews, but in terms of the biology research, relatively speaking, there was less sustained interest over time, but we should note the difference in scale here right Because for a AHRC research we have a peak of a little under 350 shares at the very height of attention for this research for BBSRC.

Our peak is in the mid 2000s for shares, so the scale of attention, just because we’re looking at a larger population of articles, we’re going to see much more overall attention for those in terms of where in the world research is being funded. It’s really interesting to note that there’s a larger spread of countries discussing the scope of articles and the funded research set, and that differed from what we saw when we were comparing BBSRC funded research with overall biology and biochemistry research in scopus the proportion, the spread of Countries was virtually identical so in terms of what we can learn from this and what we should take forward in terms of this webinar and also in thinking about your own strategies for collecting evidence of impact.

There’s a few things to keep in mind. One is that proportionally funded research is discussed less online than other research, at least for bebe, RC and UK funded research. So you’ll need to have an engagement strategy to make sure that you don’t fall into the same trap. Second, is that funded Arts and Humanities Research in general – and this isn’t just true for the funding sample that I looked at this – is true across the board.

There’s less attention online for arts and humanities research, then for biology studies and funded Humanities. Research in terms of what we saw here today is also discussed less worldwide than arts and humanities research in general. So that points to a special need for Humanities. Researchers to always have an engagement strategy and to do outreach. Finally, it’s really worth pointing out that attention to funded science research we see drops off over time.

This suggests a need for sustained outreach strategies, so you can’t just publish an article. Do some initial interviews and tweeting and then hope that people will continue to pay attention over time and in months and years to come? If your research continues to be relevant, you should continue to do outreach on it. So, with all of that said now, let’s turn to Fiona from the University of Stirling who’s going to share tips for using altmetrics data as a feedback loop to build outreach and communication strategies.

Thanks very much see I’ll just show my screen anywhere Lesley. Hopefully, you can all see my slides there and I worked in the research and innovation services in the pre-award lifecycle aspects of research funding and – and I also deliver our research communications through our twitter account at cern, underscore research and also in research and innovation services blog. I first started using altmetric data and when we were looking at our ways of communicating, so how are we tailing and the outside world of the academic and publications our researchers are doing and the impact they’re having and the attention that it’s been getting and it allows Us to begin to think about how we could use this in evidence and information further, particularly in the pre-award lifecycle.

So when you’re communicating your impact that derives from your research is a fundamental activity. That’s not just limited to research, communications like on Twitter and suchlike, or even just read. There is an increased demand that I need to communicate an evident you, research, in your grant, application for a number of reasons and I’ll talk about throughout my presentation, like track record feasibility.

But how does this occur in reality? We’re talking about funding applications that you haven’t. You haven’t done the research for yet. So how do you talk about impact of it and, as I said, the demonstration have impact in demonstrate your track record. It encourages feasibility of your research, with particular consideration of your pathways to impact by demonstrating through evidence what impact you’ve already had and how it’s been reached in the outside world and wider society and funders will understand that.

You are the person that can do this and you have that track record, so open an extra ten minutes. I’m going to touch on these questions and I’m going to provide a few examples of the evidence. The researchers here at stirling are gathering for inclusion in their research, ipm applications so fresh from the armor conference that was happening this week, impact champion julie, daily defined impact as something that has occurred and as a as a result of change in the wider world.

So, policies changed or treatments changed as a result of your activity of being the research well, Research Council’s are seen UK, actually define research impact as a demonstrable contribution that excellent research makes to society in the economy. Therefore, when you evidencing the impact in your application, the first thing is important to think about what definition your funder might be using.

So then, when you’re gathering the evidence for use within that application, you’re using the rates or information that they’re going to be looking for and expecting so thinking about impacts as equaling change and by gathering evidence of your impact, you can demonstrate the ripples that your work Is having a society and beyond your traditional academic beneficiaries, changes in terms of impact can be as simple as one individual that attended an exhibition that you ran and, as a result, have changed their perspective to even having the substantial change on treatment as a result of The scientific discovery that you need in research, so when we talking about evidencing research for grant applications from for wager research activities, you need to plan what that impacts from being to plan ahead for it and serve the pathways to impact, and you also need to record Your evidence as and when it happens at certainly we like to encourage our researchers to think of gathering evidence as the task of writing your CV.

So if you keep updated as the good things happen throughout your career and you have the milestone, it’s far easier than three down three years down the line when you’re putting in that that CV for a job you’re trying to remember of and you’ve achieved. So thinking about the why, in a recent conversation with an early career researcher, who is developing a funding proposal, she asked me: how do I examine straight my career contribution, which is similar to evidencing impact and after we discussed the usual suspects, including publications, awards and honors, Or any research students you supervise.

I asked my researcher if she’d ever used our subscription for all metrics for institutions – and I wasn’t surprised and when she told me she hadn’t and or the when she was pleasantly pleased with her altmetrics score, which she knew nothing of. So we looked through the database and we discussed how she could use her own metric details, which is a form of evidence and to convey the contributions or her research had made.

We consider different publications have been used in policy papers which news mediums had picked up, who exactly was tweeting about it and what were they saying and and then from there? We also looked at other people’s publications and what attract attention they were attracting. Unfortunately, my researcher began to recognize the influence that she could have on that attention just threw her over max her own methods of communication, and she was then starting her journey to gather evidence of impact.

So when she then provided me, a career contributions and for peer review was far stronger and then our initial conversation had been because she could use this evidence to demonstrate real contributions and she was able to actually see where her impacts of her research is being used. So, despite being here to say, and with many more impact tools being offered by research management system, it’s always been difficult for researchers to evidence.

Our impact was back to that conversation about her career contributions. Perhaps we’re just terribly British to be modest, so using viable evidence of impact like the altmetric data and all the other forms of metrics and different types of evidence of impact that we can have. You can alleviate that difficulty as the evidence supports your story and using the evidence and your funding application is no different to the way you would use PhD completion rates and their excuse student share or listing previous funding from the project team and detailing institutional research performance.

So you can use the evidence in exactly the same way, but it’s not enough just to gather evidence, and it’s not enough just to see – and I had this paper and it was read by it’s – got a citation markup of whatever it has and and it’s also Important to remember that dissemination itself is a pathway to impact and not impact itself. Therefore, with the evidence that you’ve gathered is really important to provide context and make sure that you’re using it in the right places.

So the evidence allows you to provide a story and it can be told throughout your funding. Application talked about demonstrating track record of the teams so demonstrating who’s. Reading your articles, who’s, engaging with your research and what research you’ve already had and evidencing that impact, and you can also use it to identify new academic beneficiaries. And so, if you go on top metrics, you can see who else and high scores or or what scores.

They’ve got and how it’s being used and they’re going to find people you might wish to collaborate and – and you can also use it and to talk about who’s, picking up on your publication. So we’ve got the example on screen here. Talking about the data behind. In the altmetrics score and giving the context for it there so using the altmetric data provides the context behind the numbers, and it turns a story into something that you can actually tell within your funding application.

As I mentioned, you can use it in your CV. In interim reports, and potentially even your email signature – and it just takes away from that quantitative nature of the data and the evidence and tell us a little bit more behind it. So I have three examples here at Sterling, so we have one where we have an impact on policy, so one of our researchers and there’s a lot attendants parliamentary meetings, print evidence and also their research is cited regularly in these parliamentary meetings.

So, by including the minutes of these meetings or even just reference to them, where the P is research and studies are cited, demonstrate the impact that that individual is having on policy and the changes that they’re incurring through their research, which then again helps with their track Record feasibility and everything to support the funding of the application impacts on society, and so one of our researchers has developed a technology and that’s been being used by public bodies for examples of police and by using evidence of when this is being used.

It’s been in TV programs and all the times has been discussed or used. That researcher can then demonstrate the impact that they’ve had on society. Therefore, in meetings intact agenda, that’s required of them and then finally, the impact on academic beneficiaries. So, who is looking at your research so in the previous slide to talked about it, showed you the context behind and built metric number, for example, and so using metrics like Olmec metrics, so again, so the interdisciplinary fields that your research is reaching? It’s not enough.

Just to have a high score, we need to know where it’s come from and what’s deriving it so thinking about going forward on your own and thinking about how you’re going to start gathering your evidence, which hopefully will start today in your impact governance journey. Think about creating a coherent and narrative and explain the relationship behind the research and the impact remember to use the evidence as a starting block of the impact story.

By explaining the background to the evidence. Don’t just say: here’s, qualitative or the quantitative. Let’s be clear and be specific: here’s the evidence to quantify it, provide the meaning and and don’t allow their evidence to be ambiguous. Don’t just open up a can of worms and make sure you’re giving the context to make some meaningful and you can do get context by showing how research papers have performed relative to others and not just listing out metric scores when you’re warm also use the evidence To identify beneficiaries so through the evidence and identifying policymakers who treated your study, that sort of the impact you’ve had on these people and what they’ve been seeing about it and using it as an opener.

And then you can also use the evidence in your application itself. So using that in the form of quartz and or even the quantity of the hard numbers that comes out of the evidence itself and finally, this goes back to that ambiguity. Don’t tell people you’ve got bananas when, in fact, you have salami, be careful of where your data comes from and how it might be interpreted. Don’t oversell the impact or the attention make sure you’re selling the right aspects of it and don’t you misleading, providing the context in which your your data sets example for the percentiles.

How it compares to your discipline are always that you make sure you’re telling the relevant impact story and relating that context, to your funder. Remember the two different definitions for impact: don’t tell the funder everything and and make sure the letter information is provided and for how you will build impact and how you’ll take that forward. So hopefully, that’s been a quick Whistlestop period of how we’re using evidence of impact in our funding application, and it’s the idea that there’s pathways to impact that you can use it in and case for support your track record and also thinking ahead for the next research Project I’d be happy for anyone to contact me on the details below and I believe this basically will circulate the science.

Thank you excellent. Thank you so much your honor. Now we are going to turn it over to Sarah and Kate hello. I’m just going to start. My slideshow on moment – and I would like to talk quite a couple of things – firstly just to add Fiona’s, excellent presentation around including evidence in a grant application, but particularly from a forward-looking perspective. So, yes, you need to include your track record very much, but you also need to include evidence thing of your path.

Mister impact activities going forward to create a virtuous circle and then I’m just going to quickly give an introduction to a project. We’ve recently done at the university around evidencing impact that Kate Armstrong is going to talk about in much more detail. So there are two elements of including evidencing in a grant proposal. Firstly, is to show your track record and show why you are the person that can do this, that you understand the impact agenda, but secondly, it’s necessary, as you write your pathways to impact.

It’s very good practice to think about how you’re going to evidence the activities that you’ve decided to carry out to help maximise. The impact of the research that you’re bidding for the several reasons for this, and Fiona pointed out, is much easier to gather impact evidence. As you go along than it is to retrospectively – and I think a lot of us found out this during the last research excellence framework and the evidence that you gather as part of this grant of the success of your impact activities is going to perform the track Record elements of your next grant proposal, so you need to be starting to bank that and gather that evidence as you go along and secondly, if you include thought around how you can evidence your impact or evidence the success of your impact activities in your purpose to Impact it does make you look more committed to that process to impact and funders alike evidence because they need to have evidence for their own purposes and they want to encourage people to do that.

So the issue with this or not an issue exactly but the complication. Sorry, I’ve skipped a slider is that I’m not going to go. Impact is unpredictable. So, although you can say where you think your impacts going to go at the early stage of projects, it can develop in all sorts of ways and it’s hard to know what evidence you’re going to need for the impacts that are going to eventually develop from your Project, so the best thing to do always found is to think about each impact activity and think about what you’re trying to get out of it.

How you think it’s can afford impact and what success would look like, and then you can think of a few things. Evidence that so this is what we encourage academics to do. Altmetrics is obviously a very important tool to help do that in that, if you’re holding a meeting with a certain group of stakeholders and you keep and you keep the list of who’s attended and then our metrics can show you which of those attendees.

If there’s been a boost in sharing in that particular stakeholder group, where it’s gone and who has used it, and then those two combined show how successful a particular activity’s been, it’s quite important to have conversations with partners early on. If you are working closely with a particular stakeholder group or partner about why we need to evidence, impact and find out what their own metrics are, if they are measuring the success of their collaboration with you and what they’re hoping to get out of using your research And see what they would be prepared to share and agree it with them in advance so that they are less uncomfortable.

Possibly if you suddenly turn around and say, can I have some evidence of this saddle the other – and this is particularly true of commercial partners. We’ve found, while we were trying to evidence the last rest, so we try and do that now in all blooding impact storage and in terms of keeping the evidence to go along, we found it very useful to provide staff with a single repository. It’s part of our research management system.

There are a lot of online tools and software available now to store and track impact, I’m not going to particularly plug anyone, but just a place where they can put all their evidence. Upload files keep web links whatever, as they go along, keep those footprints among your impact generally clear, so that you can then make a case for it later on and have it have every step of the journey towards your eventual impact, whatever that might be clearly evidence That was just really quick.

Next, we decided here at Sheffield a while ago that we needed to launch a little project to help us after evidence impact, and the main reason for this is because the second most frequent question I asked by researchers is: how can I evidence my impact? Obviously, the first question I am asked is what is impact. Secondly, how can we evidence it so there are lots of sources guidance out there and they can be disparate there in lots of different places.

They can be hard to navigate and sometimes they’re written more. The view to impact professionals than they are to individual academics are a very new to impact, so we wanted to get something that will be a really clear, how-to guide that we could share with our staff to help them go about finding the impact of what they’ve Done and we figured that now, particularly with very useful weapon pack – a study database – there was enough evidence out there to really do a meaningful project on this and to pull all the strands together.

So we at the University of Sheffield have access or the option to bid for internally funded hundred our student internships every year. There is a certain number on offer and we bid for that and we were successful and we were lucky enough to get Kate Arthur on board. So I would like to now introduce Kate without further ado. You can hear me yes, so I’m just here to kind of, and let me just get my start box.

Let me go just that there we go sorry about everybody, yes, so, and thank you very so, as I said before, and I came in with kind of an irony of you to really get to grips with how how impact is evidence – and I suppose that my And my view was actually an advantage to me because I came at it from the same perspective as a researcher in my Jew who hasn’t has created this great research project but they’re not quite sure how to evidence the impact of it.

And so I went about it by looking at essentially all the evidence, that’s available at the moment for how to evidence the impact, and so that was by looking at guides that were already available and searching as you can see on the screen and the ref impact. A studies that are available as well, and it was particularly through the use of these they’re, looking at really really great examples of when an impact has been evidence well and what this looks like and essentially how those researchers went about doing it as well.

And so just a kind of echo what those before as well researchers seem to know what what kind of evidence they need, but there isn’t there’s no really explicit examples of how to do that. Guys this, how it really simply concisely, go about that, and so that’s something that I set out to do so just a backtrack a little bit and I took a look at the impact case studies and I looked at these – are like a really key resource and Understanding whatever what this evidence again pad, looks like in really good case studies and, and also it really really interesting, because there was a wide variety of research domains.

Obviously, all different types of research, which was and really relevant to different kind of evidence, thinkers, obviously impact evidencing, is really different. Depending on what kind of research you have and which is again, I think that that is liked by researchers perform, so something that I find. I found really kara’s and getting impact evidence and guides which really appeal to everybody and a really clear, straightforward for to research can understand how they applies to them and another said yeah these flights, the most widely used and evidencing strategies across each different research domain and And so before I could create this how-to guide.

It was really important to gather all the different kinds of and impact evidence and strategies, and so these were emails. Testimonials public engagement surveys were really really good one, and so following events or and yeah like public engagement and events, it was, it seemed really useful to get feedback from from these members of the public that did attend whether this be one month later or immediately.

Following the event, or a little bit further down the line, so maybe six months on and and impact case studies that did this rip – that this is really really well seen to score really highly in the ref and to Google Analytics Twitter analytics and out metrics. They were really great users as well, and websites and articles social media comments on Facebook. Obviously, these are – and these seem to be perceived as a little bit more informal and maybe carrying less and I qualify and waiting.

But really there again, there are really great use of showing how people who may be outside the researcher may really feel about it and showing that your research is really generating that and that interest outside of places. You would typically look for it, and media outlets and indie in the UK really build on a CBC News and government documents, reports and, for example, a documenting policy changes that might come following some really good, really really great research or hand side, which seemed to be Quite unknown by the research that researchers that I communicated with, but it’s essentially an online documentation of where academic research has been a reference in the UK, Parliament and yes, so that, like that, is really quick overview of the kind of impact evidence in strategies that I Saw that we really seem to be really effective in showing how impact has really revolved around the research and yeah.

So, however, although defining these evidence, evidencing strategies helped give a clear and concise types of evidence. Researchers have pledged that they struggled with how to do this, and so they understand that, for example, it’s really great to have them a testimonial, or it’s really good, to and see your facebook comments that people have written, but they find it hard to access these mediums And these outlets to where they can do it, and so this is what the majority of my time was spent doing, was formulating and different ways for researchers to really grasp this, and and so after much that liaison with all the experts in the team.

I was working with and it we came up with a page for researchers at the University of Sheffield to learn more about how residents their impacts and we provided a range of explicit and simple how-to guides that are available to researchers, our university anytime and at all Points in the impact evidencing journey and and so for example, as you can see on the screen, there’s a little screenshot of one of our pages looks like, and so they keep the keying for.

This was and show researchers that it’s not because of the research see and the research that we did ourselves and showed that, and so there was so much information. There was so many guides that it was actually becoming quite difficult and a bit a bit laborious and a bit of a long task for researchers, because of so much information. It was kind of all gosh like where do we even start and – and so this? This is purposely clear, concise and short, and each of the guides that are given there, for example, on the places like and follow-up questionnaires or and practice professional body guidelines in with it, within each of these drop-down boxes and there’s like a simple how-to you guys and For each of the different places so, for example, hand solder that, as I mentioned before, then there’s a how-to guide of how to log on how to create an account and how to navigate that website itself.

Because, although it seems like quite a simple task, I found myself going on to it. That is actually it was actually quite difficult, and for providing this was actually really easy and so obviously, and with grant funding and other other respective and research development. It’s really important to evidence impact as you’ve established des, and so we found that these guys these guys were really easy and clear way of helping researchers to do that and and then finally, we just had another key part of my role in the project was creating A public engagement, follow-up and form like a survey and so we’re, and it was a framework – it’s really easy to use.

Researchers can tailor it to their own research as well, and so it’s really really accessible. Really easy and again, we’ve had really great feedback on that. From all the researchers that we’ve shown and this in year that that that looks great from our end, and so yes, we’re really pleased with it and I’ve stayed for it, as everyone else has said. If there’s any questions, please send them my way and I’m one and happy to answer.

Thank you so much key was excellent and thank you also to Fiona and Sarah switches back here. We go all right, so we’re now ready to take questions for our panelists. There have been a few submitted so far we’ll give everyone else a chance to send their. Is it as well? The first question is actually for all of our panelists we’ve been asked. What are some types of impact that humanities researchers tend to demonstrate in your experience? So what would be useful evidence to try to collect as a humanities researcher is in the process of his or her research? And I take this first column.

I think even within the humanities is quite a range of different kinds of impact that I’ve seen and I do hesitate to sort of pigeonhole certain types of impact, certain disciplines or fields, but a lot of a strong. We in the in our last reference. We saw impact, we saw economic impact within Africa, love English, someone who’d worked with Blackpool there. Specialism is in LA middle sort of working-class entertainment in the victorian and edwardian era.

So they work closely with Blackpool to help them understand their own heritage and to bring that to the fore and to really boost the attraction of that and preserve it. To increase tourist numbers, so it’s basically development for cultural heritage, understanding of and development of cultural heritage. We have had academics, who have shaped thought and debate. A lot of the humanities. Research is in areas that relate to fundamental questions that we ask ourselves in society.

Everyday. You know who are we: where did we come from? How do we think about certain issues? How do we think about ourselves, our own journeys, etc, etc? So there are lots of cases where research in these various fields has related in to those kinds of questions and fed into the debate and shape, thought around those areas and there’s quite a strong strand as well of working with cultural organisations such as museums, galleries, publishing Houses to help them understand and better target the archives.

They have the resources they have and to present to their service users to their customers to their visitors in a way that will really share the most recent cutting-edge, up-to-date understanding and and helps them enhance their customer experience and, in some cases, actually boost numbers. So those are just a few examples, but it can be really really kind of broad identify. Hope that answers your questions.

I think I would just agree with what Sarah said there, and I know that it’s hard, sometimes harder, especially about metric data, doesn’t necessarily always work for the Humanities and and a lot of metrics are sort of more base to your sciences, but in their cultural, societal And economic impacts that the humanities research has and when Sarah was talking about, she reminded me of a project we have here selling with the create project, which is a research and development in arts organisations like very clear Squires and lots of impact.

Like Sarah was talking about on Museum numbers and how they understood their customers and who they were coming to lots of information there that then be filtered up across creative and cultural industries in Scotland. Excellent. Thank you so much. I think I would add to that. Just briefly that there is a really great cultural impact report that was published. Unfortunately, the name of the agency within the UK is flipping my mind right now, but I’ll find that and send that out.

The report gives a lot of different examples of ways that people have collected evidence for demonstrating impact, and I think it could be. It’s pretty in-depth and it’s definitely written more for policy folks. But I think your average researcher who’s working and Humanities could also get a great deal out of it. So I’ll add that to the links that we send around after this webinar, we’ve got another question here about what evidence, one who might be a young researcher just starting out.

How do you gather evidence of impact even if you’re just really early in your career? And I think maybe the on ask part of that question is: I do have recommendations for ways to communicate your research so that you might have downstream impact, and this is again a question for all panelists. I think, and especially for the latter terms off and the question there it’s about and to get further impact from it’s about pushing those communications out.

So we talk to our researchers, about having active Twitter accounts, having active and online and social media presence, and putting your putting your in your research out there to be taken to be to be read, to be understood to be engaged with and with the way. The wider public society and people that you might want to to be in particularly engaging with it and same posting it to them so making it easy for them to find it physically, giving it to them and through directed tweets or in emails and different ways of Allowing them to actually access and something up the the realms off access, I think in for the young researcher, is hard to to think what impact have they had, and I remember doing my own PhD in thinking or what impact has it been to understand? Clear management of creatin cultural workers and there’s so much impact that you have that you don’t necessarily you not necessarily know about so by then pushing out in a communication formula, then also starting that the gathering journeys.

So I can then go on and find out when people have spoken about my research and and understood how they engage them. What their impact was, I think just finding the sources of where it’s been spoken about and by putting it out yourself to be spoken about, helps a lot as well yeah. I would totally agree with what Fiona said and about the importance of social media as a tool to get yourself ugly about and it can lead.

I know that I spoke to someone who’s recently completed their PhD here at Sheffield in the social sciences, and he did use social media actively and strategically and as a result of that, he got himself into conversations with a lot of his key stakeholders by actively following Them and they in return, followed him and he found that it opened up. Not only did it allow him to deliver impact, but it also opened up a lot of conversations with key stakeholders that actually really enriched his research.

He thought so it can have double benefits, and his recommendation to two peers in the same situation would be to accept. You know to not to be scared to engage in that, just because you’re starting out and to accept he he got an invitation to speak. The result of this to a group of stakeholders – and he did – and he said he it was the most terrifying experience of his life. But again he got lots of questions in that allowed him to really understand other perspectives, and he got a lot of contacts and networks that they then would use.

His research will follow his research and it was a real virtuous circle for him. So I think getting out there and engaging as much you can even more than you actually think you can and pushing yourself part of the best way to be able to do that excellent. So we have another question: how can impact administrators engage academics to regularly gather evidence of their own impacts and I think it’s audio status or I think for us that comes from being a part of the gathering yourself so and we’re actively communicating the research that is Going on here at stirling, using the electric data to explain the attention that researchers, however thing and just through doing that ourselves.

We can push further encouragement and to our researchers to also do the same and and by picking up things where we see it and provide. And helping them to source the evidence and just encouraging them to use our impact tool and we have in our research management system, i’m just showing them that we’re part of that journey with them. I think, really helps yes. I mean I find myself in a position. Usually, where I’m responding to academics, who want, who already want to be able to demonstrate their own impact and just want some pointers as to how to evidence it, we are engaging in quite regular style tactics, designers around the ref, where people are asked to think about Evidence so that has stimulated an interest in understanding how to do it properly and some of our departments as well.

I mean the best way to do it is to build it into SIDS chat, annual reviews and to persuade different departments or faculties. We don’t do it at a university level yet, but individual departments and some faculties are doing it, where you can talk about your impact as part of your performance review and for some practices, as well as part of the promotion criteria. So again, that is a driver for people to gather evidence and the second strand of that is providing a tool which we do as well similar to Stirling as part of our research management software, where they can easily store that kind of impact and order it and Keep track of it so that we segues nicely into our next question.

This is specifically for you, Sarah, what are some examples of the online tools that you mentioned that are available to researchers at Sheffield, to store and track evidence without metric one? Do you have other recommendations when we use that metric? Yes and we encourage our academics to do that? We have our metric embedded in our symplectic, we use. So I really, I think it’s called. I cannot I’m.

It is part of the it’s called my publications, so that is where we store all information, around grants and all information around professional activities and publications, and we now have the impact module to that. But that is because my publications was the system we were using anyway. I know that pure, I think it is have one. I know that versico ventures have developed an impact tool. Those are the three key ones that I’m aware of and I think help metrics works with all of those if I’m not mistaken, but today’s you can correct me on that.

If I’m wrong, so the one we provide for our staff, purely because it fits with our existing management systems, is my publications impact module, but altmetrics is a part of that excellent. Thank you so much to answer your question. Sarah. We do integrate with all the tools that you mentioned. Vertical Ventures are not sure about, however, I know they’re a relatively new player in the game and I don’t.

I don’t believe that we have a formal integration with them just yet. So we’ve got a question from Alejandra in Peru. She is part of a team that is designing an internal social impact policy for research to strengthen her institutions, relations with Peruvian society in general, and also to show what their researchers are already doing, they’re finding that their researchers are still hesitant about this approach.

So her question is: what benefits have you seen that researchers in the UK have had with collecting evidence of their impact and going through the evaluation process? So maybe a add-on to that question might be if you could give a brief explanation of how the ref funding process works and talk. Maybe a little bit about you know, impacts for researchers beyond simply getting a slice of the funding pie with a way that funding is distributed based on rough results in the UK.

Okay, yes, good question: actually I forgot that not everyone knows about the rest, because it leans so large in our lives. The research excellence framework is a mechanism used in the United Kingdom every five or six years, or so to rank the research active institutions as based on the quality or an excellence of their research, and that ranking depends or then informs how various chunks of funding are Divided over the next five years and the last time this happened back in 2014.

For the first time, impact of research was introduced for the first time and made up to 20 % of the overall ranking, so normally before that it had been research, outputs and publications and the quality of that. But whereas now we also had to demonstrate a certain amount of good impact case studies per number of full-time equivalent staff and it since it was a new measure – and it was the first time we’d had to evidence impact.

It was a massive learning curve for everybody involved and very interesting from many perspectives, but but quite arduous. So that’s the rare and the benefits from staff beyond the ref can be really numerous. I mean I it’s hard to identify the benefits of evidencing impact specifically and separately just to the benefits of engaging in impact activities and and generating impact, but in terms of evidencing for us it helps certainly in terms of staff profile.

We have lots of staff. Who’ve done public engagement, it on a high level or who have engaged with 18 apartments very successful in fruitfully outside academia, and this engagement and the fact that it was reported and the fact they could show the influence they’ve had has then led to other opportunities. It’s led to them being Vigo to expert in a certain field in terms of the media. They’re always asked for comment on a particular subject, and then it has led to maybe consultancy work, other external partners wanting to part fund and research, or go in jointly for a certain funding streams, and it’s just opened up a lot of possibilities for them professionally.

Quite apart from the benefits to their research in terms of having access to the expertise, the data, the equipment sometimes of these partners, if they do do collaborative research and of being able to use their platform to advocate in a whole range of ways for their field. For their discipline and for their own research, so I don’t know if that answers the question exactly because it’s more it’s more about generating impact as a whole, rather than just evidencing it.

But you really need to evidence it and be able to show that in order to we fully all of those benefits things, I went to Philly a school everything the theatre said, and there was a lovely explanation of the rest very good and helpful to everyone. Hopefully so I think on in addition to it, the evidencing and the benefits to that is it’s kind of just like looking back on and the reflection that you can have on the on your research, how it was done and how it was engaged.

But – and you can, they can have an influence, then on your future research. So we know the researchers as they talked to, and public people would be interested in their research. They might find other ways that they wish to take their research forward or and new avenues to explore and also through looking at the impact, any evidence that your impact is having you can find new collaborators, be that academic collaborators and stakeholders and participants other people that Are engaging with your research and just and it can have a lot of influence on your research going forward, which is a big benefit to it, excellent.

So with that, I would like to thank our panelists one final time. I think you all did great great strategies. We shared today for gathering evidence of impact and thinking strategically about doing so over time. It’s I think, is both Fiona Kate and Sarah have made clear: it’s not a end-of-the-line prospect to gather evidence of impact. It really is an ongoing effort and one that you should be thinking about from the very beginning of your journey in terms of getting funded and including that data in your funding applications and so on.

So, like I mentioned before, we’ll be making the recording of this webinar today available via article I’ll, send out that in the follow-up email in 24 hours or so, we’ll also share some links to some of the resources that were discussed in today’s webinar, as well as An infographic without metric has created for some of the different types of data that you can collect. The metrics that you can collect to use, as Fiona pointed out, contextually context, is king to demonstrate relative impact of your research.

So thanks all have a great day. Everyone – and we hope to see you online soon,


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Connect with local customers on Google, National Veterans Small Business Week Livestream

Your businesses are hiring fellow veterans and military spouses, they’re supporting charities and giving your communities a sense of community sure it hasn’t always been easy, but you’re doing what you’ve always done, putting in the hard work and learning as you go so to help Google has created.

One place for your veteran owned small business can get a step-by-step guide to reaching customers worldwide at a veteran led badge to your Google estate, and let the world know that you all two and a half million of you are open for business visit us online to Get started hi everyone and thank you for joining us today, as we celebrate National Veterans Small Business Week with today’s livestream connect with local customers on Google.

My name is Donald Allen and I’m so excited to be here with you today so running. A small business can be a great second career after serving in the military. We believe that digital skills, training for veteran owned businesses like building a website, preparing a business plan and honing and marketing an audience strategy. Well, we’ve been official as veterans try to grow or start their businesses this year for national veterans Small Business Week.

We want to celebrate businesses who identify as veteran, led and help them grow their businesses through digital tools and training. After the presentation will be hosting a Q & A where we’ll answer, your questions live so throughout the what the livestream submit your questions using the hash tag, hash vet led livestream on Twitter, we’ll also be joined by Northern California. V Bakke advocate Korean economy.

To ask her about free tools and programs that V, Bock and SBA have to offer for veterans all right. So first a bit of background. So in 2017, we launched grow at Google, an initiative to help people across the United States grow their skills, careers and businesses by providing the best of Google’s training and tools. Specifically, we’ve launched products and programs that help the veteran and military spouse community and we’ll be sharing some today, as well as resources to learn more at the end of the sliced ring in today’s session.

We’re going to talk about a free tool that businesses can use right away to get started connecting with customers online. It’s called Google, my business and, if you’re new to Google, my business, don’t worry! That’s why we’re here today and I’ll start by sharing an overview. So, Google, my business, offers businesses a way to manage how their information appears across Google search in maps. So what is called a business profile all right, so try to picture this when we first moved to the Bay Area a few months ago, my family wanted to go out to eat all right.

So here we are we’re. In an air B & B. We have no food in the house new to the area and just like so many of many pcs adventures, we had no idea what was around us and keep in mind. I’ve got a family of six, so we can’t just go anywhere to go eat. So I open Google Maps and typed in restaurants near me and when I came, what popped up was a bunch of business profiles for businesses that were local to our area.

And so we found a quaint French comfort food cafe and had pictures and ours directions and a phone number which is important because I needed to call them to see if they could accommodate my large family I’ll. Just leave it to say that we went they could accommodate us. We had a great time and is now a favorite of ours that we now follow and we get updates from all of that is through these business profiles.

So research shows that over 90 percent of customers looking for business information through search engines are looking for specific information like business hours, promotions or available appointments. This is important because how a business’s information appears in search results can impact when how or why potential customers engage with you in context of our discussion today, of how businesses can use a business profile to connect with local customers.

So all I add that not only our customers are looking for specific, specific information about a business. They are looking for specific information about local businesses. There are billions of local searches made every month and more than 30 % of all mobile searches are related to location. So what does this mean all right? You have customers who are looking for specific information and largely looking for this type of information about a business in their community.

So today we’re going to discuss how to connect those dots using features available through Google, my business, but before we dive in it’s important to note that Google, my business was designed for businesses who have a physical location or do business face-to-face with their customers. Ok, but if you have a business or thinking about starting one that doesn’t meet one of these two categories – you’re fine, there still be opportunities to gain tangible takeaways through today’s topic, all right.

So this is the part where I tell you what I’m about to tell you. In today’s workshop. We are going to discuss how businesses can use Google my business to establish a local online presence, build a loyal customer base, highlight what makes a service or project unique and use insights to help drive more in store or online traffic. Alright, so you have options available to you. This is where having a free business profile on Google can help.

Customers are 38 percent, more likely to visit and 29 percent more likely to consider purchasing from businesses that have complete profile information before diving into the features of which can help your business connect with customers locally. Let’s first take a review of the anatomy of a business profile on Google when a customer discovers your business profile. The initial view they see is your business overview in a business overview.

Consumers can find info about your business like address contact info hours of operation, business logos, photos and more. This overview allows potential customers quick access to the best ways to connect with your business through Google, my business, you have access to a manager dashboard where you can update all the information shown here. So 96 % of customers are more likely to visit a business that has hours of operations on a Google search or match results.

Page 90 % of customers are more likely to visit a business. I had a phone number on a Google search map results, page and 90 % of customers are more likely to be more likely to visit a business that has photos on a Google search or Maps results. Page. Ensuring this information is actively managed can help increase the odds of connecting with new customers. A recent update to business profiles on Google allows for businesses the opportunity to include branded images like logos in their profile.

Through this update verify, businesses can create a short name or custom name for their business profile, to make it easier for customers to find them. When businesses shared this short name, URL customers can enter it into their browser. Search bar using the G page. Slash your custom name to go directly to your business profile. Another great way to stand out to local customers is by using attributes.

Attributes like customers see what your business has to offer, such as whether our restaurant offers Wi-Fi or indoor seating. Some attributes, like women-led or outdoor seating, can be highlighted as badges when customers find your business on mobile for our veteran led businesses. Reading today, we created a specific veteran led business attribute to let your community know that your business is run by a veteran.

So all of these features are great, but what if a business doesn’t have a website for consumers to visit once they found your business profile? It’s okay, Google. My business includes the option to create a free, simple website generated with the information from your business profile. So it’s a great starting point of being online perfect for small businesses who do not yet have a web presence in creating a website with Google.

My business takes about five minutes. There are three steps to creating a website with Google. My business one-click website from your Google, my business dashboard and once you do this, Google, my business, will pull the information from your profile to populate the website. You have the option, then customize some elements of the site, including like the theme, tags and photos and when you’re ready to go live.

You click the publish button. These websites also come with a free, URL and hosting you can customize your website address by entering the first part of the domain name, and it will automatically be followed by dot business site. So if you entered the name statius bakery, your website address would be statius bakery, dot business site. Alternatively, you can register your own domain name. This option is not free and you’ll need to register the domain Google domains, but if you already have a registered domain name even with a registrar other than Google, you can use it for your new Google site as well.

Okay, so let’s discuss a couple of creative ways: businesses could use the website feature in Google, my business. If you wanted to build a website for a hair salon, you would first consider how you would want your customer to engage with this. Some of the questions you might ask yourself include whether the what are the deciding factors that a potential customer would use when choosing a salon, do they want to see before-and-after photos? Do customers like to read reviews? Do customers prefer to make appointments or just walk in what customers prefer to see pricing on individual services? These are all the things that can be solved through the website template.

For example, you could showcase before-and-after photos and include reviews from your business profile on Google, so customers can see proof of the quality work that you do next, you can include a book now call to action button. So it’s important to note one out of two customers that want to schedule an appointment when searching for our business online are looking for way to to schedule that appointment.

So so one of the things that really came out to me was when I first got out of the military. I need to get a haircut. I couldn’t just go on base and go get. My haircut like I had been. I had to go, find a real barber, and so I actually used the Google search and found a profile for a business near me and the one that I chose for me was the one that I could schedule the appointment right there in the in the profile.

It was great and Google works with third party scheduling software providers. Sorry, Google works with third party scheduling software providers to enable online booking through Google search maps and reserve with Google a service that allows people to book appointments and reservations directly within the search engine found at google.Com. Slash map, slash reserve, and the last feature that you could use to utilize would be pricing information to include info about the cost of services.

Another thing that you can do is use photos and bright and vibrant ones are best to showcase products in the gallery. On this slide, you can see how a bakery showcases examples of how the food looks me. Personally, I definitely prefer more pictures of donuts and if I were still thinking of the hair salon I may want to show, before and after pictures to demonstrate my good work. Choosing the right photos can go a long way in helping customers feel confident that the service types and quality of work you provide online with their goals.

Another feature that I want to point out is custom domains. Google, my business, will allow you a free domain, which includes the dot business dot site at the end of the business name. However, you can you may decide it, you want to purchase a custom domain which is shorter and when thinking about which domain is best for your business, a few the best practices include making it easy to type keeping.

It short using keywords that your customers are already using to find you avoid numbers and hyphens and be memorable. Those are just a few ways that you can customize a website for your business through Google. My business, in addition to the features I just mentioned, businesses can also customize their website using a pre-designed templates. These templates come in a variety of layouts and color schemes, allowing you to select one that supports your brand guidelines.

Alright. So in this section we’re going to discuss ways to help you build a loyal customer base using welcomed offers all right. So when people follow your business, they become a follower and they will see your updates and offers and photos across Google and in there, for you feed. When you go into Maps, business owners can check out the customers tab to learn more about their followers into Google.

My business app the benefit here is that this creates an additional blog for business owners to reach their customers, and then you have the Welcome offer. You can attract people to your business with a welcomed offer. Now what this is is when they click follow on apps. Are search they’ll get an offer such as five dollars off your first meal, and then they can redeem it in person. The benefit here is you’re giving users another reason to visit you again going back to the are stat, which said that 90 % of customers are looking for business information through search engines are looking for specific information like business hours, promotions or available appointments promotions serve as A great way to capture our consumer attention and convert them into customers.

Here’s what that process looks like for your customer, so a user follows a business that has a welcomed offer set up. The user is informed of what it means to follow your business via pop-up. The user can choose a dismiss to offer or choose to save it, and then the user can go back to the business profile and view the offer when they are ready to use it. Alright, there’s three ways, so we can create an offer all right.

So the first one is click the Create a welcome offer from the home screen. I find that to be very aptly named. The second way is to set up a welcome offer in the profile editor screen, and the third way is to click create offer during the first time use prompt. Now that we’ve decided to create an offer when we’ve navigated our way to the starting point. There are just four steps in creating the offer.

The first one is to enter information about the offer. Next, you want to add a photo, and then third, you want to add a title and description to what your offer is. The last one is to view the welcome offer and double check the details, and then click publish another useful feature in Google. My business is the posts feature which allows merchants to post live updates directly on their business profile.

We briefly discussed post earlier in this workshop posts serve as a great way to keep loyal customers up-to-date on new products or service launches or other good information for your business. So when customers have more access to your business information and updates, they can make better decisions. As they browse, this allows you to directly communicate with your local customers to improve your customer experience with timely information to promote your sales, specials special events, news and new offers.

This also allows you to engage with your customers through articles and photos. Post can be created from your computer or from your phone on your computer sign into Google my business or open the Google, my business app on your phone or tablet. If you have multiple locations after you sign in you’re, going to need to select the location you’d like to manage and then click posts from the menu at the top of the page choose the type of post you’d like to create from the options.

Given the options to add photos, articles text, events offers and a button to your post appear, there click each field and enter the relevant information to see a preview of your post click preview and, if you’re happy with your preview in the top right click publish and If you’d like to change your post in the top left, click back edit, your draft until you’re, ready to publish and then click publish a few ways to use posts, though, are like a what’s new post.

What’s new post is one that provides general information about your business. You can include a photo article link, a call to action, button or other information. For example, a restaurant could make a post to promote a new menu item or in this example, honest Seoul. Yoga announced a new yoga studio, location, product post or the post that emphasize a specific product that your business sells. Product posts require a title, a photo or article.

You can then also include a call to action, button and other information, and then we have offer pose offer posts are ones that provide promotional sales or offers from your business offer posts require a title and a start and end date. A view offer call to action. Button is automatically added to pose and you can also include a photo a article, a coupon code, a link as well as terms and conditions with that pose.

This is a great seasonal. This is a great method for getting seasonal offers out there. One more idea: you can use poast to highlight important business information. This last post shows on insole yogas hours of operation, and you can create a post like this and include additional information that might help customers. So, for example, last year, specifically my family, on Black Friday, we were out trying to do some shopping.

You know get an early start to the season and trying to figure out the hours of operation for not just stores, but also restaurants, that we were in the vicinity of was really difficult. Unless you went to the store and saw the sign in the window. But the using this post, you can announce to all your followers. What your hours of operation are on those special days posts appear in your business profile and search and maps.

They you can create posts from Google, my business app on your phone or tablet or from the web dashboard using a laptop or desktop. You can also see how posts are influencing potential customers by reviewing their activity from the Google. My business dashboard, which draw it brings us to our last topic today. So our final topic today is how a business can use the insights feature in Google, my business to drive in-store and online traffic.

Many customers find businesses through Google search and maps. Google. My business insights focuses on how customers find your listing on search and maps and what they do after they find it think of this as an understanding the story of your customer, where they’re from and how they come to interact with your business. Ok, so there’s a lot of different types of insights. Some of the insights provides you different ways to understand how customers interact with your listing, so the the first one how customers find your profile.

It shows how many customers found you in a direct search. In other words, they search for your business name or address versus a discovery search, which is where they saw for a category a product or service, and your profile happened to appear. The next one is search queries which is available on the web version, but not available on the app to view search queries show you the queries that were used to find the business on Google, where customers found you on Google, Google search versus Google Maps the next One is customer actions, so this shows you what searchers did once they found your profile in Google.

The actions include that they visit your website. Did their request request directions that they call you? Did they just view your photos? The next one is Direction. Requests you’ll see your location pinned on the map and a heat map that shows the most popular places from which people ask Google Maps for driving directions to your address. The total number of requests, broken down by city or neighborhood are displayed as well.

The next insight is phone calls when and how how often searchers called your business via the Google business profile on Google, you can view trends by day of the week or time of day, and then the last one will talk about today’s photos. This is the number of photos associated with your profile and how often their view compared to your photos of businesses similar to yours, all right, so we’re going to dive in a bit into three of these available insights and so in the insights tab.

You can track common terms and search trends for your business. These queries should help you create better pose with Google and even ads to engage your customers search. Queries focus on the terms that your customers use to find your business on local search and maps. You’ll see the queries used in the last week last month, or even the last quarter, but to protect users. Privacy you’ll only see the queries that meet our privacy threshold all right.

So the next section here shows how customers behave after they found your listing on Google. The graph shows you how many customers completed the following types of actions when viewing your listing that they visit the website. A customer views your website, and this is displayed as website actions on the bulk report. Did they request your directions? This is where a customer requested directions to your business, and this is displayed as directions.

Actions on the bulk report did they call you. This is clearly where a customer called your business and displays as phone call actions on the bulk report and then there’s a total actions. The total customer actions for website directions and phone to view how many customers completed an action on a specific day. You simply need to select the data you’re interested in and so on. The desktop you just place the cursor over the day and on mobile you just tap the day and to the right of the graph click, the checkboxes to turn on or off the various filters.

Now the graph displays a total number of times anyone clicked one of the actions so whether they just clicked request, directions or place a call. This is going to show you any one that clicked it. So this means that single user can request directions to a business 100 times in a single day, and we would show you that a hundred requests were made in that one day. The next section here shows where customers are when they request directions to your business.

So on the map displayed you’ll, see your location pinned and the popular places your customers are when are are when they ask Google Maps for directions to your address. The total number of requests, broken down by city or neighborhood are displayed as well. You can zoom in and out on the map using the controls in the bottom right corner. Now the graph displays a number of unique users in each source, location, so by postcode or city or even country.

So this means that a single user can request directions to business 100 times in a time period, but we would only show one request for that person. Okay, in today’s workshop, we discussed how businesses can use Google my business to establish a local online presence, build a loyal customer base, highlight what makes a service or product unique and help drive more in-store and online traffic for hands-on support.

With any of the topics we discussed today visit the small business pros, comm and a schedule of one-on-one with a small business pro today, small business pros offers a quick and easy way for you to optimize. Your online services use your existing data to make more strategic decisions and resolve your issues in real time. You can find more free online business tools that grow. Google, / veteran lead as a reminder.

If you have questions you can get those questions answered using the hashtag hash vet LED livestream for a chance. I have your questions. Answered live next up, we’ll chat with karina conley from the veteran business outreach center, which is partially funded by the Small Business Administration, about the importance of National Veterans, Small Business Week and additional tools and resources available to the veteran and small business community.

But first, let’s take a look at a veteran, led, small business story featuring Chris Nolte Army veteran and founder of electric bike company propel bikes. My name is Chris Nolte, I’m the founder of propel bites throughout school. I didn’t really have all that much direction. I thought the idea of going into the military when I returned from overseas, I returned with the back injury. I really spent most of my time at home, just kind of feeling broken.

A friend of mine got an electric bike that built went up for myself and then suddenly, I’m mobile again. So I ended up starting this electric bike business and I knew that if I was to grow this business, so it’s going to do it all on the web. Recently, we added the bet led attribute: you’ve actually seen an increase of business specifically for people that want to support veteran owned businesses.

The first year we sold about 25 bikes, and last year we sold about a thousand everybody that found us. They found us on Google. What I do today, it’s very fulfilling it’s kind of a new mission for me and welcome back and wow. That was an awesome story Congrats to Chris and all of his success would propel bikes. Now we want to welcome our special guest Karina Connelly, who serves as a chief executive officer for the veterans business Outreach Center serving California and Nevada, so welcome Karina yeah.

Can you tell us a little bit about yourself, the Small Business Administration, your work with V Bock and the importance of National Veterans Small Business Week? Absolutely, and thank you so much for having me on today to celebrate the National Veterans Small Business Week. You know it’s just just a little fun fact that there’s over 2.9 million veteran businesses out there in our great nation that contributors over 1 trillion dollars over 1 trillion dollars with a revenue to our local economy.

So imagine that as a whole. So again, I am really humbled and honored to serve as a CEO for the veterans business Outreach Center. We are a 501 C 3 nonprofit organization were partially funded to the US Small Business Administration and the Governor’s Office of Business and Economic Development. Our program is really designed to be able to assist veterans in their initiatives to either start sustain or expand a small businesses initiative.

So the services that we offer are complementary because they’re paid by your public tax dollars and there’s three forms of services that we offer. The first one is: we offer complimentary one-to-one small business, consulting services, so let’s say, for example, you’re a veteran and you’re coming to our organization and you’re looking to either start a business. So what our process is is that we are designed to take a look at you as a person as a whole and identify what your learning style is, and then our counselors are trained to adapt to what your learning style is.

The reason why we do that is because of the fact that we want to alleviate starting a business can be really stressful and, with stress, is fear right. So we want to be able to alleviate that emotion called we call it the false evidence that appears real mentality, so we can adapt to whatever your learning style is to assist you in your endeavor to to do the evaluation, a reality therapy of starting a business Or if you’re an existing business and you’re looking to grow, or it is to seyn or to put together as a session plan, we will also adapt to whatever your business needs are, and our consulting services are done in a couple of different capacities.

The first one is, it can be telephonically done or we can do. We use our WebEx where we can actually FaceTime with you right. So then, you can face up the information that you’re reviewing with the counselor and also through that consultation review clash, flow projections, creating a strategic plan building a website whatever. That initiative is that we are doing with you and then the other one is obviously in person.

So we have an office which is our law offices located in Sacramento California. So that’s why we offer the different platforms, because everybody has most. Everybody has a smartphone, a computer where they can go ahead and log on, and it’s more effective for them to do that. The other service that we offer is over 200 trainings on an annualized basis. One of the signature programs is created by SBA.

It’s called the boots to business program. You went through that during your transition. Yes, so, as you know, then that program has eight modules and it really walks you through the conceptual idea of starting a business right to the fiscal financial management piece of it to the operational piece of it, to creating that that strategic plan or that business plan. Depending on what generation you are right and it gives you a snapshot view, so it allows you to be able to identify if entrepreneurship is something that is right for you, so it really just opens your eyes up to say.

Ok, this is something that I think that I might want to be able to do, but when a person goes through that program, where ever they were ever their home bases after their they come out of the military, then they can contact one of the 22v blocks That are nationwide, which can be easily accessible on the sba.Gov website, and so each one of those programs are those V box. Centers will tailor their services to whatever your specific needs are, and then the last service that we offer is we host conferences, which are one to three day conferences and they have a community-based focus.

So, for example, we just had a small business and dvbe summit dvbe in the government. You know we use lots of acronyms, which means disabled veteran business enterprise, and so it was a small business one day summit and it was part of the National Veterans Small Business Week celebration, and so with that we had our best practices, businesses that have come through The veterans Business Outreach Center program, some of them are still small businesses and some of them are actually medium-sized businesses, so we helped them grow and foster their business through either that neophyte level all the way through succession planning.

So that’s what the V buck programs do. So with that best practices, the audience had an opportunity to engage based upon their industry sector. What were best practices, what they would have done differently and what worked well for them, then the other component that we had is we had an economic future forecasting which talked about what are the economic trends which are so viable to a small business owner when you’re Creating your strategic plan or direction is if this is what my business initiative is going to be, then how is it going to fit within the marketplace in the demographic area that I serve or if its global, then, how does that fit globally as a whole yeah? So it’s interesting and and one of the things that came up so I’m a veteran you know, thank you, and so I know we’ve got a lot of veterans who are reading today, Wow.

So one of the things that comes up a lot especially doing a transition is the idea that we’re not quite ready yet and so at what stage from ideation creation. You know like that. I have an idea when I start a business, I’m actually operating a what stage should I come see you and your your team? That’s an excellent question. So, to be quite frank, it doesn’t matter what stage in the game you are because the veterans business outreach centers are designed to assist you on wherever you are specifically and whatever that cycle of starting a business or growing a business.

So, at any point time you can connect with your local vibha office. They’ll do a needs assessment to figure out where you are specifically. So if you’re a startup right, we want to vet the concept that the idea we want to determine whether or not the idea. By doing some market research is going to fit within the demographic area that you’re looking to to host your business. So let’s say you’re going to be starting.

I don’t know pick something underwater, basket-weaving, okay, right and you want to have a retail site that is in so you’re going to build a tank, this whole retail facility. So what we want to do is we want to take a look at what businesses and what can economically and trends is going to impact your business number one. So that’s the first thing so with your local municipality. What is the five-year plan for that? For that infrastructure, for that municipality, that’s going to support your business or is there another business? That’s similar! That’s a box chain! That’s going to come in! That’s going to have the same business initiative that you’re going to do, and it’s not going to be your direct competition and, what’s the with the mile radius of that the other part of it is that taking a look at the economic research, we have access to A phenomenal program that SBA provides to ssv bucks is called IBISWorld and I was word world allows us to pull economic trends, so we can assist you and give you the information that you need to be able to value your business concept, and/or idea.

So that might be an initiative marketplace of what you’re doing, but we want to make certain where your sales going to come from. Are you going to? Are you going to foster your relationships and do contracts with corporations? Are you looking for the general population sector or is it a combination of how are you going to generate that revenue and what does that strategic plan look like operationally financially to your marketing to your branding, to your succession planning as well, so one of the things That comes up is going back to my underwater basket-weaving, so in my head, I’m going to do five billion dollars of revenue in the first week.

Yes, if I bring that plan to you, are they going to help me gauge some of that, so we’re going to give you reality. Therapy is what I’m going to call it reality, they’re right, so we’re going to take a look at your industry sector right and what is reasonable cash flow that you’re going to generate. So if you come in a new, unless you have a contract with maybe a major health care or a for-profit organization, that’s going to say we’re going to give you a contract for that dollar amount and that’s going to solidify your revenue right.

But it also depends on the terms and the conditions of that contract. So we we sit down with you and we take a look at what your owners infusion is right, because you have to have working capital, you have to have sustainability, and so that’s why your cash flow projection is really important because it talks about your different revenue Streams right and you can’t start out a business with five million.

No, I mean we’re. Could you have something that supports that in evidence that, because more than likely, if you’re going to start out a business, that’s going to have five million dollars. You said within the first year first week first week: that’s you know what that’s very believing it’s coming at you, so you must be using Google right and you know it it’s to help you with that. So what we will do is we need to make certain that you have enough money to cash flow, your business, okay right, so you have a five million dollar contract you’re going to perform it in the one week.

So how are you going to afford to have money in the bank? That’s either your own owners infusion or a line, a credit established or some kind of funding to support that contract, because more than likely contracts don’t get paid until 90 to 180 days out, depending on the where it where it starts. So what we’re going to do is take a look again at your industry sector. What is reasonable in that industry sector? What are some past performance who’s, your competition, so a mini MBA program.

We call it the SWOT analysis right. What are their strengths? What are the, what are the weaknesses, what we’re going to call it areas of improvement right? What are the opportunities for your business and what are the threats to your business? So SWOT analysis? Okay, yes, yes, and so we’re going to take a look at that and determine what is a reasonable cost for the services that you’re offering or the products that you’re offering.

So for your basket-weaving business? Is it just going to be isolated to a certain demographic area, or is it going to be or national? Well, I just presumed that I would put it online and make my 5 million dollars a week so again we’ll take it back to reality therapy. So what will happen is all of our consultants in our program have an MBA. We have some that are CPAs as well, so we have you sit down with the consultant, take a look at your industry sector and put together a cash flow projection.

That’s reasonable! Okay! Right we’re going to give you that’s what I call it the reality therapy and though the services are complimentary, you’re not going to do the work for you we’re going to mentor you and guide you through that process. So the energy and effort that you put into it is the rate of return that you’re going to get out of it. Oh perfect, we have a lot of people that come in and they want us to do the work.

But if we do the work for you, then how are you going to successfully own and operate your business fair point? What? But that brings me to an interesting question. So I know a lot of veterans are thinking about starting their own business as they get out. Yes, what are the value that you see that a veteran brings to starting up their own business? That’s a really an excellent question, so you being a military member.

You know the Department of Defense spends billions of dollars of training, military members right with their standard operating procedures and also how to be able to handle situations that are stressful situations right. You have a ready action plan. So that’s what makes a veteran owner business owners so successful. I think you’re at the top 90 percentile a success ratio of them succeeding and it’s also predicated on the industry sector as well, but because they’ve been trained and it’s how they take so, let’s say: you’re a veteran you’ve recently transitioned out and you’re.

Looking to start a business or you’re already in a partnership in a business right, so what we want to do is take a look at what they needs. Assessment are with your business, where you’re going to grow it or how you’re going to start it and we’re going to take that experience, maybe you’re starting a business in whatever experience you have in the military. You want to transition that experience into corporate America and to start your business and we’ve helped many many many clients through that threshold from they come in.

They have a conceptual idea. This is what I did in the military. I was in charge of supply did supply chain, and I know that I could get supplies from point A to point B, so we actually have a client that that came through this program about four years ago. They started out with a conceptual idea and now they’re running over 22 million dollars in contracts, but we were, but they allowed us to do our job by guiding them and mentoring them through that whole process.

So so any business can be successful right if you, if you plan and you strategize, but that plan is just used as a barometer and because of the fact that things happen in business when you’re when you’re an entrepreneur – and you start out – you wear many – many Hats, you might be the CEO but you’re, also the janitor right, which every job is equally important. You can be Accounts Payable, customer service, you can be the sales department as well and you can be your human human resources department as well.

So what we take? A look that really is what your bandwidth and what your skillset level is, and to help you to take to those areas that you don’t have that bandwidth to fill those areas either with collaborative partners or resources. That will give you what you need to have a solid foundation, but it’s up to you to take the advice and to implement the advice. We can only give you the advice and we don’t make decisions for you.

Sorry, that’s good. No, it sounds really great about especially about guiding us through in a non-judgmental way, like that’s, really important. What, if my idea is super brand new mmm-hmm secret? I don’t want anyone to know about it. There’s a confidentiality absolutely so, just like I mentioned earlier, so the consulting services that we offer are confidential, just like a bank fiduciary relationship.

So when you register for services with our organization, we have a confidentiality statement and also in there it describes to that. What that level of confidentiality is all of our consultants and all of our staff members also have to sign a confidentiality statement on an annualized basis and we train what that confidentiality means. So let’s say you start your starting a business and you have a friend who’s starting the same business and that friend calls in because they want to find out about your business initiative.

So what we’re going to do just like what a bank does or just like, if you have a medical care provider, they’re, going to verify that it’s you, so we will ask them a series of questions like the last four years. Your social security number will branch and military. So there’s certain cue questions that we ask them, because we have access to that information to verify that when we’re doing a telephonic consultation or we’re doing or someone’s just calling in that.

We know that we’re connecting with you and speaking with you, okay, so yeah. So all right, this one is on behalf of my wife. Yes, what options are there available for military spouses so so they’re the same opportunities for military spouses for entrepreneurial training services through the Vblock programs, as if you, the veteran that came through as simple as that, so we support veterans of all eras, transitional military members.

Reservists Guard members and spouses, and so if your spouse is going to be in business with you, we will have you sign an authorization of release form because we serve the veteran right and then your wife would register for service as well, and we would onboard her The same way that we onboard you and so the same thing, if you are a veteran business owner and you have a key management team right, your key management team would register for services.

You would sign an authorization form for each one of them and then we would work with you as a team that doesn’t mean that they can receive the services in lieu of you as the veteran it’s in collaboration. So we could build capacity for you and your business or with you. I should say right so, okay. So what if my business isn’t five million dollars a week? What, if it’s really only about twenty thirty thousand a year? Do you guys still help with that? So yes, so again, we it doesn’t matter the size of your business, whether you’re, a micro, business or you’re, a small business or you’ve generated no revenue whatsoever.

We’re here to guide you to mentor you and to support you if you’re starting, growing, sustaining and all the way through an exit strategy and even through the exit strategy. If you’re looking to bring in another veteran to take over your business, we mentor both of you in that transition period. Right because we want to make certain that it’s fluid and that it’s successful for both of you and we also help with the evaluation of an acquisition of a business.

So our services are really broad. So it’s just not business planning, right and strategic planning. It’s all about acquisition with acquisitions and mergers. Access to capital is a big one. So well actually my next question so access to capital is one of the greatest hurdles that small businesses have right so because it’s all predicated upon the business itself. What is the owners infusion? What cash do you bring to the table? Not you going down and getting a credit card taking a cash advance.

That’s not cash! That doesn’t count right. Well, it counts, but it’s not true owners in fusion. What collateralization so there’s different types of financing that’s available, but financing for a small business is unique to the business. It’s not like you’re going to go, buy a house and you’re going to give them your your w-2s and your last year’s w-2s. Your 30 days bank statements and your last 30 days pay stubs it’s different.

It’s uniquely designed and underwritten based upon the industry sector, your business, what you say in your strategic direction or your plan, what your business is going to do and with those cash flow projections. Again, I’m going to go back to the fiscal wheelhouse, whatever those projections say, are they reasonable with the industry sector and do they make sense based upon? What’s your marketing plan in is your branding analysis and whatever those different revenue streams are going to be.

So we take a look at not only you as a person as a whole. We take a look at your business as a whole as well, and then that’s how we guide you. So it doesn’t matter if you’re starting sustaining growing since we’ve had people their survival mode right. We’ve had veterans that are deployed and we’re helping them work with their business owner back in the States and we’re doing it telephonically or emailing, so their business is sustainable when they return ok.

So this is my last question for you before we move on. So I know you’re with the BOC. Yes, not all of our viewers are here in California. Yes, how do they go about getting the access it? Can they get that excessive? Absolutely absolutely so SBA is, is a federal agency. It’s called the small US Small Business Administration and SBA has numerous programs for four small people or individuals that are looking to start sustain or expand a small business initiative, because small businesses are the economic engine of our great economy at the at the end of the Day it all boils down to that and with that being said, if you go to the website at WWF, be a govt, that’s wws be a gov and then the Office of Veterans, Business Development is the program that funds and is responsible for the VBox centers nationwide.

Alice Tammy yeah. Ok! Well, great! So thank you so much Corinna, if you don’t mind, staying with me, we’ll go through soon a so now we’re going to take a few questions live from Twitter. As a reminder, if you have questions you can get those questions answered using the hashtag hash, vet LED livestream on Twitter all right, let’s hop into our first question so, and we’re excited what’s the first one ooh okay, this one is from the borough of Manhattan Community College, what would you recommend if founders do not have a physical location and want to use grow with Google all right? So, unfortunately, you cannot use Google my business as an online, only business, but you can market your business using SEO and Google Ads we’ve covered.

Both these topics in depth in our previous live streams, which you can access at G dot, Co, slash livestreams all right. That’s an excellent question. All right, let’s see here what else we got! Question number two question number two: oh okay, here’s one for Ukrainian! So this one is what’s the difference between V, bak and SBA, so the veterans business outreach centers are partially funded from the US Small Business Administration due to public law.

106. 5-0. All of the 22 V box centers nationwide are some are nonprofit organizations. 501 C 3 s – some of them are also connected with local community colleges or and/or state universities on their economic development wing, so their own. The each one of them are independently operated, but we are grantees from the US Small Business Administration through the office of veterans, business development through the public law 106 5-0, which started in 2004 so working together.

Yes, so basically SBA is the federal agency that allows us to be able to be the boots on the ground to provide those direct service deliverables, the confidential, consulting services, the over 200 training platforms on an annualized basis and then the conference’s that we host okay, cool. All right question number three: yes, this one coming from Clayton library: how can vets get involved with bunker labs in Atlanta all right? Well, actually, there’s actually no in Atlanta tomorrow, which is still accepting RSVPs for a launch event between Google for startups and bunker labs.

You can get involved by going to bunker labs website at Bunker. Labs, org and bunker labs is one of our collaborative partners Connor, who is the executive director? Yes, so the V pop programs collaborate with a lot of the nonprofit organizations and for-profit Avett agencies that provide those direct service deliverables. So that’s great that you can access a lot of different resources without owning all of them.

That’s correct, so it takes so they take. They say it takes a village right to raise a child, so it takes a village or a multitude of different agencies. Nonprofit organizations, both federal state, local municipalities, institutions of higher education to be able to serve our constituency base. So we all work together and collaborate. Okay. Next question here is from Avery from Madison Wisconsin.

All right are there more veteran specific workshops or lessons that you can recommend so I’ll. Take the first part if you want to connect partner, okay, so, as mentioned before grow with Google just launched a resource hub. Where veterans like, like War veterans, can find products tools and lessons to start or grow their businesses. One resource is the primer app primer, offers quick and easy to understand business and marketing lessons you can find topics like creating a business plan, increasing sales, managing finances and more primer also offers customers mini courses tailored to veterans and military spouses that you can find by Searching veteran led or mill spouse biz with a Z in the app the URL is grow.

Google, slash veteran ledge, very nice. So I’m going to add to that. If I may please, so, there are a lot of different resources out there for individuals for their small businesses. So if you there’s a small business development center, which is also also funded by the Small Business Administration. So if you’re looking to do government contracting as well procurement, technical assistance, centers as well, they provide specifically contracting opportunities if you’re looking to grow and expand your business.

I’m International Trade, Centers of International Trade Organization, the Service Corps of retired executives as well, and the one business centers I know score scores. I was okay, so that’s an excellent question, though yeah thank you uh. Why do we have here Sasha from Des Moines, alright Sasha? What do you have this? Alright? What’s the difference between Google, my business and things like Google Places for business, Google business profile, Google listings Google+ business pages? Okay, I can get that one: okay, Google, my business lets you take advantage of your business pro or businesses presence on Google.

So with your Google, my business account you can manage and update your business profile and build a website to attract, engage more customers. Google, my business business profile, encompasses what was once known as Google Places for business the Google listings and replaces a Google+ business page, so it consolidates and replaces it oh here we go. This one is from from Scott. It says: is there a search feature to make the veteran badge searchable and how do we shop and do business with that led businesses locally, all right I’ll, take this one.

The the attribute is not currently searchable. The attribute will show up in two places, so in search when you’re searching for a place using an android mobile device, users will see the attributes like veteran lead on the profile and when searching for our place using the iOS mobile device, users will would need to Use the chrome app in order to find a place, and then they will see the attribute in the highlight section on maps on maps, all users will need to open a business listing and tap the two two line: description of the business, to see the attributes associated With that business, so it’s more than abbreviate version on the maps versus when you go and do a search and see here, mmm, okay, so this one’s for you, okay, all right! This one is from Sylvia in Albuquerque.

I only have a business idea right now. What are some things I need to consider before start veteran-owned business? Well, that’s an excellent question. So the my first and foremost recommendation for you is to get in to sign up for services with a local Small Business Development Center, a veteran’s business outreach center. So they can actually help you and/or score to vet, that process of what your concept or what your idea is and how and how that concept or whatever the idea is that you have how it fits within the marketplace.

So the most important thing is get to the local resource partner: either a veteran’s business outreach center. You can find them on the SBA gov website and let those professionals assist you to help. You mentor you to walk you through and evaluate that concept, or that idea right as you want to find out whether or not is going to be feasible or not, feasible, absolutely and also plug score here from the SBA.

So when I was a mentor over there a lot of the times we would take at businesses that were still in the idea phase and didn’t really have anything fleshed out and we would help walk them to the flushing. But in the same town we weren’t going to do the work for you. We would give you the tools and you need to go. Do the legwork and that’s where we, when I go back to the needs assessment. Just like you go to a health provider they’re going to do a needs assessment based upon your health needs, so we do a needs assessment based upon your business needs.

What is your experience in the industry sector? What do you bring to the table of your knowledge because it’s one thing to have a conceptual idea, but not had that subject matter expertise to be able to perform the deliverables? So then we have to identify. Can we find someone who has that subject-matter expertise that you can hire or be your partner in that business? So it’s just basic evaluation.

So then that way, the reason when we offer the services is, we don’t want you to start a business and we’ve had people. Do this they come in, they go. We don’t to create a plan right, we’re just going to start a business, so they’ll come in. They’ll say this is an excellent service, we’ll start them in the direction, but they don’t want to create a strategic plan. What they want to do is they go out.

They sign a lease agreement, they’re in a retail storefront, and then they come back six or nine months later saying: hey. We don’t have enough money to cash flow. So then, what we do is we take a look at either a sustainability plan or a survival plan or an exit strategy, whatever their particular situation is. So that’s why these resources are so important, they’re, complementary, they’re paid by your public tax dollars.

These are people who are, they are certified the professionals they know their industry sector in and out and they’re there to guide you and mentor you. So the first thing that I would do is to go to sba.Gov, find your local resource partner, whether it’s a V Bach and SBDC, a woman’s business center or score whatever it might be and then get services from them. Let them guide you and mentor you through that process, so you can make good valid business decisions outstanding yeah.

So it’s a great question. So the next one is a Clinton library. Can you briefly briefly discuss the Patriot boot camp partnership or okay yeah? I can. I can do this one, so our our Google, for starters partnership will pair startups, founded by veterans and military spouses in the Patriot Mentor Program, with advisors from Google to provide product expertise. We’re especially excited to support the Patriot boot camp as they inspire and equip additional military spouse and veteran founders to succeed.

Wow. We got a lot of questions all of a sudden. It’s because you’re doing a fabulous job. Alright, so this one is from Justine from New York. She is Google Reserve the same as the appointment booking feature. Okay, no, but they do work together, so Reserve at Google connects to a wide variety of online services that let you book reserve and get things done like mind. Body Trip Advisor book, see him anymore.

So if you choose those services, it automatically connects you to your Google, my business business profile very nice all right. This uh got another one here from Justine nope, that’s a copy there. This one’s from Lily from New York, okay, New York is live. I know they’re. Definitely here in force is there a one-stop place where I can learn more about Google’s resources for veterans? Yes, there is actually so please visit grow.

Google, slash veteran lead where you can find grow at Google’s free tools and resources for veteran, led businesses and again that’s Gro. Google, slash veteran lead, that’s an excellent question. I know they’re coming in, like that. They’re definitely woken up so this one. Next, one is a Julia from Ann Arbor. Yes, all right, so I own a business, and one of my employees is in charge of responding to text messages that come in from Google.

My business is there any way that I can monitor the messages? Okay, so no, but you can see the average response time if you have any have an Android device reports in messaging insights will display the average wait time for a message response using the last 28 days of data to see the reports just go on your Android Phone or tablet open the Google, my business app and tap customers and then messages, and you should better get a report all right.

Well, I think that’s about all the time we have for today, and I hope that you found this information valuable. Thank you Karina. Thank you. Thank you for your service and inviting me out today. No thank you and thank you for joining us and thank you all for attending the live stream from all of us here at Google. I want to say a happy National Veterans Small Business Week. Thank you.

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Interview with Carla Nemr | Global Head of Business Development

Thank you for taking the time out to talk well, thank you for having me here. How are you I’m fine, good, good, good, okay, so Carla? I think the first thing for us to talk about is a typical day in your role. So what would a typical day look like for you? What are the kind of responsibilities that you’re doing on a day to day basis, yeah so so, via in the guiding to what I do are usually on on daily basis? There are a lot of may be passed and priorities that I should look into.

So I try to maybe divide the FASTA to different days or we even mix the reason. Why is because I look into a different market globally, so, starting off, like I develop individual plans with the county managers for each country or region that they take care of, and then I have also evaluates the market trends and provides the appropriate support to product development With you and of course I do provide some training and maybe guidance to the team so to also overcome some development issues.

Let’s say we do some weekly meetings or monthly meetings to discuss what challenges each market is facing in every county or region, and we try to find solutions for that as well together, I also so I’m just going to answer what you’re saying is that I’m you Actually go in with a tailored approach for each market so for the different country managers. You have to tailor it to the clientele there are in that country.

Yes, okay, so there’s a lot of work going in. Yes, of course, yeah! So that’s why we need to also always work together. It was you know everything when you, when you try to over look to a global market, you need to listen and understand every individual market. You know how you can approach it. You know because every market has different tradition, difference the culture different, try, a type of marketing tools, approach, etc.

So we need to always communicate together as a thing. So it’s a real Tyler, the pro yeah. It is in addition to that. I analyze the business strategies and develop improvement plans, so I can also provide the right support for the you know: the growth of the business. So we also, of course, when I gather all the information and the challenges or issues. So I also try to coordinate that with a management team to maintain as well the quality of service that we provide for every individual market and to maintain, of course, the budgets that we need to allocate for those countries.

So it’s about maintaining the consistency as yes correct. If we look at the technology side as well, I need today is also the IT department in order to maybe inform them about the latest technology that we need to provide for our their clients different. They also in every market. If you look at Asia, they they may be discussed about copy trading or even mena or a Latin America, so every individual market also is they need for certain technical tools.

So we need to always communicate with our IT department in order to provide the most innovative tools and products for our clients Wow. So that’s actually quite a huge scope of activity that you’ve got to cover. And what do you feel? That’s the most important thing for your team to focus on and what are your priorities to offer you anyway? What do you feel your priorities towards the traders? I believe there are a lot of maybe key points that I try to communicate.

It with my team, in order to provide the best service that we can, because at the end of the day we are the online financial trading company. So in that matter you are not offering a tangible product. So, therefore, you need to focus on the service that you provide to clients or traders. So the one of the maybe key services that we need to focus on is education is education, so in cooperation, of course, the marketing department we try to see.

Maybe each market also individually, what type of webinars they would look into educational webinars course. Also, we try to be offline as well, so we target different markets by going on on the ground being they’re present as well and provide them the educational seminars that they might require. So we have a lot of, for example, beginners traders that they need to understand. More that is about you, know the risk of this market of this industry before they get into that market.

So we try to provide them the most information possible for them to make the right decision in order to see whether it suits them or not. That’s for the education part. Now we talk about services. We need also to maintain the quality of communication with our traders. We need to understand the needs and requirements for them in order to provide the best service for those daters and then again, we look also for each market individually.

We do not provide the same service for all markets, because every market, as I said before, as a way a different way of approach, the first thing than your presence as well on. If you look at the technology part as well, so you need to be present on social media and therefore we have to look into how we present our services by providing the right information to our clients from the business development side.

We are active of social media, so traders all over the world can understand what signals vision is also can also get close in communication with the Wrights business development, whether he’s the county manager, the salesperson or the customer support. So we try to understand the need for each market and be there as well active on social media. I mean, if you want to reach the global markets, you need to be present there, so they need to see with who they’re dealing with.

So it’s really important to be active on social media. What images you are giving or representing the company and do you think it’s important that they have that accessibility as well to the company? So it’s more about the transparency, so people always kind of be in contact. Should they have communications more about it for immediate communication? Yes, they do nice. So that’s a that’s, a very kind of comprehensive approach that you have so Carla.

What I’m hearing is that a lot of emphasis is put on education and making sure the traders know what they’re doing so. What do you feel are the current needs of the traders and how do you make sure that your team caters to that? Okay? If we look at different type of traders, say, for example, we start off with the beginners or the guys that they want to learn more about ratings. They’ve heard they tried for some times and they want to learn more yeah.

So what my team does, or maybe the needs for the trader to start learning more about trading – is to walk them through basically the platform you do to understand more how to place a trade. What are there is that also they might encounter. They can also ask. Maybe about different type of technology on the platform that, if you could say like leverage, margin, etc, so those guys are there to help them walk them through from A to Z, then the trader obviously need to understand also the cost, so they do ask sometimes, if We’re talking also about advanced traders, they come and they look for.

What are the cost for the spreads? You know what’s the leverage that they can be entitled for now with the Asthma, so they need to understand how they can be converted to professional clients or not yeah. If they are details, what leverage their they get. So the team is to explain to them and maybe to walk them through the whole registration process. So every trader has its different needs and we make sure that every trader will find the right tool and services that they they would be looking for mm-hmm.

And what about tick well as a whole with regards the condition, so the spreads the leverage, the margin requirements, how does tickle to a plethora of clients with their conditions? Nowadays, I mean there is a lot of competition in the market and the competition market requires to be maybe the the broker that you should be getting or maybe offering the best lower spread, offering the leverage that the trader will look into it.

Also, the regulations, a lot of clients they would come and ask where are deregulated if it’s an FCA company or broker or if it’s a officer a license as well so check, may try it’s best to provide the most innovated products as well. So the more variety of products, the better for the traders to have more options in order to see how they can or maybe which products to look into and trade. They tried as well to have the best execution with this competition.

You need to always offer the best execution as well, in addition to the spreads of the low-cost of spread and the leverage that they would be looking into so and not to mention at the segregated accounts that the clients would feel more safe once they found their Money in order to place some trade, so those may be points tick – may try to focus on in order to be competitive in the market. So it’s kind of the fundamental things that you’re addressing in that case, so the the conditions that will allow them to excel and also the putting in place the procedures that will allow them to feel safe while they’re trading, bringing all the bases very good, very good.

So, with regards to the team that you’re the you monetarily work with directly, how is the team organized and how do you could you also talk us through the process of onboarding, a client yeah, so we have different. My actually team is consist of different departments. The reason why I have different departments is to try also to give like a customized service for every individual may be type of clients, so we have, for example, the activation department.

If you have partnership departments – and we have County managers and customer support yeah and not to mention also the technical analyst guys as well – that they provide educational, webinars and seminars to the traders, so once the client gets one boarded, we have an activation team that would Help the client to be to go through the registration process, starting from filling the form online, sending the KYC documents that I documents for the everyday market gets approved and then they’re ready to start just free traders to understand kyc what does kyc meaning.

It means that the doctor, the right documents for know your client, basically abbreviation of know your clients at the right documents for every trader in order for them to get approval so once they get the approval they get their account activated. So they need to be. You know approved from the compliance point of view. They have a distasteful registration form to help. You provide the right information about their profile, then the documents and then once the documents are correctly submitted, then that counts as a right to be approved.

And after that, that’s a there will be they did to funded his account and start writing nice. Okay, yes, regarding to the other departments, so we have also partnership departments with the partnership department focuses on maybe retailer search, think the idea or maybe partners. So the partners, usually they look into providing clients or maybe refer to friends or they would like to introduce business, but it’s they can either trade as well or maybe just focusing on and growing their businesses yeah.

So those guys that are they have some connections and it would like maybe to introduce them to tickles, so they are called partners or IDs introducing brokers, so those guys and a partnership Department. They make sure that every IDs that, despite that providing the rights, also information for the clients before they get embroidered, they also get some rewards from Dickman once they introduce their clients at say this to us.

You do and the track is dependent also they ensure that the ideas they get may be the right material, so they can ask in there from their side to provide it to their clients right. Okay, we have also the county managers, so county managers are mainly focusing on every individual market they’re assigned to allocate the to yeah, so they do the business development for that market. They study the market, they see what are their eyes approach for stickmen to guess in that markets expand the business there yeah, so they do analyze.

They look at the competition there. What are the right to products, services and marketing budget that we need get for that market and they come forward, so we came together, maybe build that business in the countries or regional they’re taking care of Wow. Okay, you try to always provide, and maybe listen through. Also, the traders, what exactly they need. I mean we try to provide what the client is asking for.

Yeah, I mean there’s no point of just focusing on certain things that the trader would never take into consideration while his focus is somewhere else. So you need to have a very efficient communication with your traders, especially if they’re advanced experienced traders, so they are the best people to hear feedback from in order to provide your onion improve to always services to the client and social media gives you those open blogs Of communication, yes, we do forth and through laxity yeah and I’m guessing that tool must trigger down into your team, so you’re encouraging your team to actually use social media to engage with their clients, to possibly open up more markets and to be a gamification blog yeah.

My team they’re quite active on social media. They try to always the present right image for each individual. We have also some information may be posted about the profits, the volume, the trading volume of the company every now and then because it’s been important for the traders who maybe to compare to compare signal with other brokers as well. So he can make the right. The decision where he would like to maybe invest response nice.

So could you tell me a little bit more about your team, so we’ve been talking about the tools that you’re using to engage with your clients. But how specifically do you organize your team and how do you structure the team and was the onboarding process like so when it’s someone first comes to a member of your team, all the way through to when they’re actually trading with you as a client. So my team consists of different departments.

The reason why we have divided different departments into different tasks: educator needs of each group by the clients. So, for example, we have the activation department. They are the first, the department that will be in contact with the client so that what the client wants. This shows interest of opening an account with us or they’re registering with a company. They get in contact with him and they try to accommodate his needs from a to Zed, so starting off from the registration form and then later to submit his documents as well.

So they walk. Will they walk the client through the whole process until he gets approved and he’s ready to open the account to find the right account as well for him, because we have different types of accounts, so he would be in contact with that account manager in order to Give him the right information to make his decision, which type of accounts and whether the client is approved, so he can start saving on the phone.

Okay, the other department would be. We have another Department called apart. So in the partnership Department, it is the partnership Department. They take care of all our partners and ideal, so we do also have a department that calls county managers Department, those County manager. They get involved more into developed business in every individual market right, so they look into, for example, Asia.

They look into Africa, Latin America. Maybe MENA region, so they try to study the market analyze, what the market needs and then they communicated together. I mean we communicated together, so we can see what are the right approach in order to expand the business in each individual country. Wow. Okay. Well, I think that’s we’ve covered quite a lot today and that’s probably all we’ve got time for so I’d like to thank Carla for coming to talk to us today.

It’s been a wonderful day and you’ll be hearing for some more of the tin wall team. Very very soon have a nice day bye,

Starting a business is not easy! Think about who will be working on your digital image. Hiring a good webmaster will help!


Online Marketing

Keeping Your Business Alive during COVID-19 Webinar – BizHack – Digital Marketing Training Academy

It cannot thank you all enough for coming today and I’m thrilled that we’re Able to have this gathering under these circumstances today we’re going to be Talking about your business alive during Coe bid 19 and we’re going to talk about Different ways in which, in which you guys can sort of cope with this Difficult moment and different tips and tools and resources that are available, To you for helping to deal with this kind of unprecedented crisis, I wanted to Just talk a little bit about what you can expect from today’s session, really Appreciate it, if you can stay till the end, I know this hour of time is Incredibly valuable to you and I’m going to make sure to give you as much as I can.

During this hour, um we’re going to talk with three different businesses to get Some tips from the trenches of what’s working and not for some of these other Companies in town – these are all three of them – are retail or storefront businesses? These are businesses that actually run physical operations. Um not too, unlike Biz hack Academy, which has been traditionally an in-person training, Academy we’ve now converted completely online and you’ll, see some really Creative ways in which these businesses are doing the same, I’m going to share with You three, you know, really simple, but I think important marketing principles.

That, I hope, will help you adapt to this sudden shift in consumer behavior and I’Ll talk a little bit about what that shift is and then what those principles That I would recommend you keep in mind as you’re thinking about what the heck To do with your yourself in your business and then finally um we have Collected a tremendous number of resources to help small businesses Weather the storm we’re going to have a representative from miami-dade County on The call who’s going to share some of the general small business resources.

That the local state and federal government is making available and then We’Ve actually curated a list of digital marketing resources, a lot of Software companies, Google, Facebook, are making available resources and funding To help small businesses – and this is a great opportunity for you to take Advantage of that, for those of you who don’t know me already, my name is Dan Gretch and I’m the founder of busy AK Academy, my background is actually as a Journalist and I was for many years on public radio – I was the news director at Wlr n Miami Herald News, I hosted a show on public radio called under the Sun.

I Was also in marketplace, the national business show. So for me, this kind of Setting is very reminiscent of a hour-long call-in radio show and so in Many ways that structured this in a similar way, We’Ve already solicited through a survey that many of you filled out and thank You for filling that out some of your input on what’s going on and then we Have lined up several special guests: three different businesses, an accounting Representative who we’re going to be hearing from during this hour, so it’s Kind of like a little radio show I was part of a Pulitzer Prize winning team When I was back at the Miami Herald kind of one of the, I call it the award for Being in the right place at the right time, but a highlight of my journalism, Career and then I transitioned more recently into communication and Marketing for businesses, where I’ve worked both at two software startups and A billion-dollar energy company and I’m a proud for instant and FIU graduate go Panthers, so I’ve been in this community for more than two decades and my attempt Here is to give back.

This community has been incredibly good to me to my family To my business – and my hope is that you will get as much out of this next hour. As possible, that won’t be helpful to you, as you guys are figuring out how to Weather this storm, so a little bit more about biz hack business hack, was named a Start-Up of the Year in 2019 by the Miami Herald – and we were part 10,000 small business accelerator program, we’ve partnered with the major Educational institutions in South Florida, including the idea Center at Miami-Dade College start-up FIU and the innovation hub, a Broward College.

We have Dozens and dozens of community partners in the nonprofit foundation and business Space and I think really our signature achievement and what makes me so proud. Of what biz has accomplished, and also the impact that we’re having in this Community is we run a 12-week program, that’s about helping businesses generate Leads and sales online and last year we had more than 100 businesses run through The program they spend $ 17,000 in advertising online and they made more Than half a million dollars for the local economy, this is something that it Drives everything we do.

We are basically here to help you learn how to market Yourself and communicate about yourself online and make more money by doing so. Well and the folks that we’re going to have here, starting with Rafael Sabino of the Sun Dance Studios are all folks who’ve gone through our program and then taken What they learned and used it for their businesses, Rafael Sabino, is from one of Our earliest cohorts of biz hack, he runs a dance studio called a Sun Dance Studios in Doral Florida in Doral and they’ve really been very aggressive.

And creative in turning ascendance, which has always been you, know an in person Dance studio into a virtual one, I’m actually happy to say that my Seven-Year-Old daughter, whose own dance studio here where I live in Surfside Wasn’T offering online classes got a chance to enjoy a jazz class last night. And she was just beaming afterwards, so um, you know here are examples of some of The posts that they’re putting on social media as they communicate about this Change um, one of the things that I think is really cool about.

Rafael, he’s, very Tech savvy is a former Amazon employee and their communications are almost Exclusively text message and through an app and so We’Re going to invite him now to chat and one of the things that he’ll talk about. Is how he’s communicating with his parents so Rafael, Sabina, welcome. Thank You so much for joining us dad. How are you guys doing today? Good Good good so raft: let’s talk about how you have Changed your products and services as a result of Corona 19 Copa dad so so for Us it’s kind of a difficult transition right, we depend on being in person and Massive gatherings to run our business right, Oh, since Miami Papa shut down, there are school programs.

You know we, we kind of Have to the simple thing for us to do was to follow that’s right and at that Point you know you have to way to to to continue delivering. You know, classics. Right and that’s when, when, when we figure well, we will have to move to Digital, it’s going to be a little odd at the beginning, but but if we get people To we did like a little NBP, I caught it right through Instagram live classes.

Right product: yes, yes and quick, quick for those of you don’t know the idea of A minimally Viable Product is spending as little time and money as possible to Test the concept to see if it works go ahead right exactly so so the idea Was to kind of test the concept of online through Instagram live classes; Right and then eventually, if we get with reception, moves some of our classes, Fully online and and obviously it’s not going to be, as you know, as profit, was it Might be to run our in-person classes, but in this time you just have to find a Way to kind of mitigate your losses right, so that was kind of a deployment What has worked and what has not in terms of the new products and services That you’re offering so in general, I think our so we have two different Programs right we have our company, Kitt’s and, and those have been you know, In general, they’re like seven and up I’ll, say seven years old enough and that Has been really successful like since day one you know the kids know the Platforms, they’re very you, know, they’re on Instagram all day, so for them it was An easy transition right now with the when we run into a little bit of an Issue is with the little ones right, because we we did pin on the mom to be Able to manage the technology, so we can deliver the class right now.

So you know We had questions like oh hi. What is Instagram life? You know like what I do. I Have to download to see that right. So so there has been some, even though Instagram is fairly popular. You know some people simply don’t use it as much Right and they’re not as familiar right so so that has been definitely a Challenge and then on the second phase right, where we kind of our Instagram Classes were open for the community, so anyone could join on the second phase of The test we we kind of open our own classes, but only to our customers right So we offer more than a hundred classes every week.

So how do I get people to be In the right, Simca or Chad, row or virtual classroom, you know what, while We’Re running through before classes at the same time, so you know people joining Into the wrong classroom – and you know not showing up on time, not using their Their microphones so a couple questions you know I use so when viz hack, Transitioned online we used zoom, which is what we’re using right now for this Gathering you, who actually were featured by Google in a national ad campaign for Your skilled use of Google AdWords to grow your business.

You guys have chosen To use a different tool, a tool that I wasn’t aware until you told me about it: Called Google meat, which is part of the hangout offering that they have but Specifically geared for like webinars and and online classes, you want to talk About Google meat and as well as the other technology tools that you’re using Like, for instance, your text messaging software, I’d love to hear more About what you’re, using to stay in touch with your your and communicate with your Your customers right so so I think it and you know nowadays are pretty much Two options right: you either go with zoom or you know: there’s Google Meads That it’s not as famous but for us it make more sense because behind Google me There’S an entire product called Google classroom.

Okay and Google classroom is Google’S effort to you know be able to share lessons from any teacher around The world right, so it doesn’t matter if you’re in the US or in the UK, you can Join a class on someone: that’s teaching online right um. So so, since we decided To use Google classrooms right that default, you know, meeting tool will be Google, meat, right and, and then what we do is we we’re hosting all of our Content right, so you know we, we ask our teachers to record themselves and do Their choreography right now, whatever we’re preparing for a recital right, we Have specific articles that we uploaded to Google classrooms right for the little Ones we upload and materials like you know something for them to draw.

Then mom Can print at home and they you know they can. You know, paint you know, be drawing Our butter in our painting, you know those kind of things right and also we We have, you know like messages for them right, like don’t don’t be sad, you know, We’Ll be back like at the end of the day, we wanted to keep the kids asses engage. As possible, right and Google classrooms set up help us out organize all the Content that we have by ages on by different classes – okay right, so your Classroom Google meet for the action, so Google classroom is the learning Management system to manage all the materials Google meet is how you’re Actually doing the live, chats and tell us about how you’re staying in touch via Text message right, so so the other thing you know, basically, we have everyone’s Email, right and and we can just send an email with the link of it to the Classroom from right, but honestly you know email, it’s 5050 right like it.

They May go into their spam box. They might give me their Spam email – because I don’t want to you – know – get emails from us. Whatever you Know like there’s like a Cillian things, I can go wrong with II right However, text messages is more direct. People usually only have one phone Number right and text messages are just you know, very personal right. So what we Do is every day around this time we send them a text message with the link to Their classroom, okay, so all they have to do, is just press on that right and and Open up their classroom and join the class, you know we’re just trying to make It as friction frictionless as possible, such a day.

They joined our online Classes, yeah, and I mean this is not a small task, because if you have a hundred Classes – and I would imagine hundreds and hundreds of parents that are to get them – The right link just in time is not a simple technical challenge, but you have That infrastructure built so that it’s yeah we had it so so every single class That we we have, we teach we group them. You know every student by class right And then we have the ability to message that class.

You know in a heartbeat, so What we do is we in in the backend of our of our software, we assign a link to The virtual classroom for each class and then you know three four hours before The classes system will automatically message them. You know with the location, Of their virtual meeting, on top of that, we we build in our website. We have a Schedule where people can just go in and and click on, you know they can just Filter by program, h or teacher – and they can find now the link to so we have a Couple of ways for them to kind of find that out perfect um lilia there was a Question about what phone number to dial in using! If you could put that into the Group chat that would be great and Andrea.

Richard was asking which text Messaging platform, are you using, so we use Twilio in our back-end to handle all Of our text messages and then we also are Our automation is powered by autopilot HQ Great so autopilot HQ is where the this is just for the for the folks on the Line is is the is where the automation is in the flows and the database of Customers is captain and Twilio is the the technology that actually enables the Text message, and then you also mentioned Google classroom for as an LMS and you Also mentioned Google Hangouts meet RAF, we’re going to move on, but please stay stay.

Close by because we’ll probably bring you into the conversation, you know, I we Have a capacity of a hundred people and we’re up to 96 I’m starting to get a Little nervous because we never expected this many folks to to join us. But Hopefully, hopefully everybody will anyway, you guys are here and that’s what Matters most so here we go, I’m going to just share my screen again, so I wanted To give you guys some data about how marketing has changed during coab in Nineteen, you know I was thinking about this marketing is about meeting your Customers where they are, what do I mean by that if your customers are on Instagram you meet them on Instagram, you communicate with them on Instagram.

If Your customers, like rap, said, prefer text message over email. You text message them And you figure out the tools to do that in an efficient way in a scalable way. That, in its essence, is what communications and marketing and digital Marketing is all about at its core. What makes this challenging in general is That people’s behaviors change with time so tick tock is in the platform that Young people love that wasn’t around even five years ago.

Snapchat emerged and became popular, and that was a little less popular Instagram. Has boomed so the landscape of how you communicate just during normal times, his Con stantly shifting – and this is hard for Resource contains too constrained, not necessarily marketing savvy small Businesses to keep up with koban nineteen Blew up this whole framework. People now have completely changed their behavior Overnight this lockdown in home this quarantine, if you will, has changed how All of us are behaving online and offline, and your marketing must change.

With it, I wanted to give a couple of examples of the profound ways in which People are now shifting their behaviors and how marketing has had to adapt with It so, as we all know, working from home is now the norm. We’Ve actually created a Tools sheet that we’re going to be sharing with you at the end of the Webinar with a list of some great tools that you can use if you’re in the Process of converting to telework that’ll be in an email follow-up for Everybody who registered for this um, not surprisingly internet usage, has Skyrocketed, which is putting a strain an internet download times, are slowing down.

Because of it, Facebook has seen a 50 % increase in messaging across all of its Platforms now remember: Facebook includes facebook, Messenger, Instagram messaging And whatsapp they own all of those and they’ve seen a 50 % increase in Communicating across their messaging platforms, but interestingly their online Advertising has plunged – and I have another slide that will help understand. That email, open rates have spiked people are sitting in front of their computers.

And they’re more attentive to their email and overall worldwide we’re seeing A 5 plus percent spike in email, open rates, so if it was in 20 percent before It’S a 25 percent now, in other words, now is a very good time for you to be email. Marketing the ads spend by in commerce companies has doubled, and I would expect That will increase even faster, so an e-commerce company is simply a company That sells online and obviously, if you sell online and now is your moment, You’Re going to spend even more on advertising to get to that audience that Is stuck at home and can’t go out to buy things now, b2b or business-to-business Companies, companies that sell to other companies um have traditionally relied On things like trade shows in person, meetings and phone calls for their sales.

Process, they’re increasingly now looking to digital marketing to help with that They have not been early adopters by and large b2b companies in the digital Marketing space but they’re now looking to places like LinkedIn and you know, Email marketing phone calls, of course, to start driving more of their sales. Um This is just a tiny slice of the changes that we’re starting to see. Um one point: I just wanted to make is, as with Facebook, while you’re seeing more usage, Of the platform you’re seeing a decrease in advertising on the platform as many Businesses don’t have a product to sell right now or that they’re not Comfortable with selling, during a time when everybody’s in crisis, so you’re Seeing a lot of people putting on pause, there are traditional campaigns and Starting to really promote what community service or resources that They’Re offering to help during this time, Jennifer Hudson mentioned that it’s Really nice news on email, she’s, a marketing and communications specialist So yeah absolutely email marketing is really having its moment right now by The way email, marketing and search engine optimization or the two most Profitable forms of advertising of digital marketing, so those of you who Think that email is dead.

It’S not true at all. It’S actually along with search Engine optimization, which is driving people to your website, the most Profitable form of marketing – and it’s even more so right now it’s getting a Huge boost right now, other platforms that like aren’t doing as well, are Things like and I’m talking now about, traditional platforms. Um, you know radio Which is largely listened to in the car is probably going to see a decrease in Listenership TV he’s going to see a spike in listenership Other types of advertising online through because someone’s called Over-The-Top through things like Netflix and variety, we’re going to see more Advertising on TV is people read more TV because their home all the time, Billboards like physical billboards on the highways – this is not a great time to Have a billboard on the highway.

I think this is actually going to be an Incredible moment for Direct Mail, you know just talking about traditional Marketing now you know people are at home, they’re, probably checking their Mail more closely, I think Direct Mail is going to be a great opportunity and Direct mail believe it or not, has seen a increase in its effectiveness in in the Last few years, because fewer people are using it so you’re in your mail boxes, Are less crowded your physical mail boxes, so Direct Mail is actually a Really great opportunity, by the way I wanted to also mention that you’re going to Be getting a link to this presentation in an email follow-up to everybody who Registered so you can take notes, of course, but you don’t need to you’ll, be Getting these slides shortly now there was a survey of almost 16,000 businesses, And this is a list of those businesses that have been most impacted by Cova That 19 nonprofits and charities, health and medical business management finance Beauty and personal care, on-demand media – that’s like Netflix, also social media, Readings, gifts and flowers, those are the ones that are seeing a boom in their Business there these are, these are industries that are right now, busier Than ever and enjoying a lot more business, the bad is real estate as a lot Of people hold off on big purchases, home improvement, same idea, home furniture, Same idea, so people right now are holding onto cash and avoiding big Purchases, just because we don’t know how long this is going to last Same thing with cars and automotive retail, a lot of these businesses are Shut some of the ideas that we’re going to be Talking about are ways that retailers can move into e-commerce, which we saw Are is having its moment, jobs and education and legal services with legal Services, you know, unfortunately bankrupt ajikko bankruptcy.

Attorneys are going to Have a field day um, my guess, is: divorce. Attorneys are going to probably have a lot. Of business coming up is we’re all stuck with our wives and husbands uh. We might Not have liked that much, you know there’s there, but other types of law: a Transactional law, for instance, litigation which involves having to be In a courtroom, that’s shut down, you know, they’re there different parts of them, What legal practice that are going to be struggling The the ugly travel and tourism they say that Florida is going to be the Most impacted by Koba 19 of any state in the country, and it’s because our travel Tourism industry is such a huge part of our local economy bars and restaurants.

Are shut down, we do have a restaurant owner anna robbins of two to two taco Who’S going to be presenting who’s actually seen a steady, steady flow of Business through her takeout offerings we’ll have her tell us about that. Momentarily, you know, live at entertainment, conferences, events, trade, Shows anything that involves in person is going to be struggling for a good While you know sports its kind of shocking to think about, you know major Sports teams shut down, you know the NBA canceled its season and so forth.

Fitness Um, I think, is going to be more of a mixed bag. You know, I think you know, for those Of us who have kids at home, who love dancing? You know Raphael hopefully, will be able to reach an audience that maybe doesn’t Live in Doral, but is thirsty for those kinds of classes that is now offering Building and construction and industrial and manufacturing so the point here is a Couple things number one: there is not one impact of kovat nineteen, it depends.

Based on the industry and even within industries like we talked about legal Services, it depends on which aspect you’re offering so you know if you’re in The fitness area, you know, as Michael pace, brought up pellet owned the online Platform and the at-home bikes, spin, bikes and other equipment is doing Well, Willie brought up that beauty and personal care or shut down indefinitely. Because we service the public, so beauty and personal care, that’s sold like Products based is going to do well, so if you have products that you’re selling They’Re doing very very well, but if you are like a nail salon, you’re in real Trouble so that’s another example of you know: And they, you know an area where, in the how in the beauty and personal There are some folks doing better than others.

Direct Mail area all brought up a point that it’s work. It works as long as we’re. Still delivering the mail and in some places in Europe, they’ve shut down mail. Delivery, so that is a risk that you might take if you do decide to go to the Direct mail route, but at least for now mail is still being delivered and I Think Direct Mail is definitely a marketing blog. You should be thinking About so I want to bring now Anna Robins from taco and if you could go ahead, And unmute yourself, um taco Anna Robbins, was part of our cohort 12.

The Most current cohort, she runs, and she was one of the she was behind the founding Of Koyo, taco and now her newest concept is a Cali Mexican. Restaurant called Taco it’s in North Bay Village, which is in basically in the north of Miami Beach. But along the barrier, islands and anna has been doing really well. With her takeout service they’re doing curbside takeout in boxes that are Actually, coronavirus safe and one of my favorite things, as I saw on her social Media, oh wait: you’re still you’re delivering margaritas.

Is there a maximum Quantity order so they’re now delivering margaritas to go something they weren’t Allowed to do before and they have a margarita bar and trust me. I think a lot Of people are taking advantage of that. So Anna welcome. Thank you for joining us. Thanks for having me no problem, so talk to us a little bit about the new Products and services that you’re offering to your customers around Takeout and delivery to help meet the demand for your.

You know: Mexican food Well, basically, we had to switch everything over to takeout and delivery. We decided to do an extra level of packaging. Those are the cardboard boxes. You’Re, seeing before we used to just use them for catering and big bigger orders, Now every order that’s placed in house whether it’s through the phone or Whether someone comes in comes in a box right, Oh sealed, with the box, and then we Put it inside the cardboard boxes, so people are feeling secure that their Food is safe, another switch to all to take out in delivery and kind of change.

Up our menu a little bit so items that don’t travel as well. We took off, we made A more consolidated menu to take pressure off the kitchen, because right Now we can only work with one cook at a time because of Labor issues and we are Still in the process of putting together a new menu with all of our larger Offerings with big boxes, big family-style, which we were doing in the Past so we weren’t promoting as much where you can order a box with a pound.

Of chicken and a dozen tortillas and all your sides and kind of build everything At home also working on combo boxes that will begin rolling out, so we can have Special of the week where you get maybe a quesadillas guac and chips and some Rice and beans trying to make it fun and, of course, very visual. What we’ve been Doing photo shoots and shooting articles and trying to get we’re getting ready to Launch all of our online campaigns and then we’ll start running digital ads for All that and also needing to launch online ordering, so all of these things Are kind of in the works with somebody maybe done by today, but it’s kind of a Lot when you have to change everything overnight, So once the online ordering is set up, we’ll run the odds when people see it They’Ll be targeted to our local community and they’ll, be able to click Go straight to our website and from there order their boxes for either Takeout and delivery, and trying to do all this to steer them away from Ordering with ubereats and post means, while we love our delivery partner, they Do take 30 % so right now it’s not the time for that.

So it’s also educating our Clients through messaging that in the most PC way to sway them to order Directly in house, and not order through the delivery partners, you know that That’S actually a really good point, because it brings up something that Marcelo Salib asked, which is: how is this impacting your margins, so you’re selling The piece you broke that protect okay, um. How is this impacting your margins? Your Selling the the same, you know the same price for the food, but You have now the box that you need to deliver it in sometimes post mates to Share the fee with how is this for your margins, so we right now we’re including A service charge that we were, including for table service, that was going mostly To the servers now the service charges being included, some of that is going Back to the house to cover things like extra packaging and just the expenses of Staying open without having the dining room open, I mean this is we’re only on The second weeks, accountant, still in the process of analyzing, all of that yeah It’S going to do you expect the margins to be lower or with the fee you’re going to Basically make the same amount per order.

I think that’d be walk. Well, I’ve said it Right, how much is the fee per order for years or based on is like a percentage Of the price, it’s a percentage of the price yeah to 18 %. Some of that goes Towards the server or towards the team whoever’s working that day and some Because some people come in and they don’t I’ll leave a tip when they get a Takeout order and they’re not realizing right now that my staff, that is actually Coming to work – and you know taking that risk being out in the public when they Are coming to work that they deserve? You know to get tipped like they’re, their Hourly is only as a minimum wage tipped employee hourly at 5:50.

So if people, if People don’t leave a tip for them, then they’re really not making anything that I have to subsidize that again, that’s hitting the margins, so the service Charge is also ensuring that the staff is being taken care of, and there I Haven’T had any complaints, I mean all all take it off. If a customer, it doesn’t Agree to it, but from what I’m seeing they agree, and then they also tip extra And they’re very they’re very grateful that we’re open that were there feeding Them that we have stepped up our packaging, they love the boxes, they feel Secure with this, so I haven’t had any pushback there and if anything, people Are trying to support they’ll come and they’ll order, a shot of tequila or Margarita, while they’re waiting for their for their box, we’re also now Selling the margaritas by the leader, the margaritas we have set up in a draft Machine so they come and they’ll take a leader home and put In the fridge, that’s awesome, you know they Harbor Islands, where you’re based Has been supportive of you know if a village, I’m sorry North Bay, Village, Sorry, North Bay Village, where you’re based is he’s, been very supportive of You could you talk a little bit about the local town is, is being helpful and In turn, because you’re obviously going to be servicing for take-out and pick up The local, exactly I mean from the beginning, the first day when we got the Announcement that we had to close the dining room, the mayor showed up to order.

Food for his family – and I actually mentioned to him that we Actually he he came two days before the whole shutdown happened and said: yeah I’Ll be in your commercial, so if you see the little clip that you would pose it That you showed at the beginning, that’s on Facebook, in a ton Instagram in the First, clip the second, the second scene for bringing food out to an SUV. That’S Actually, the mayor of North Bay, Village, Brad Latham who’s been very, very Supportive yeah: it’s when he’s going to be reposting it that all of North Bay Village has we have a Facebook group for Northland residents, so there’s a Facebook group, the town hall and the mayor, supportive of you, you had also Mentioned that are they making available to you, email addresses as well.

Yes, they Are they’re in angel me that well they I mean this was even before this epidemic. They said that it was just public information if I want the email Addresses of all the residents of North Bay Village so I’ll be getting that so That we can start targeting and now that that’s you know the point here – sometimes Is again no problem? Well, what we’re going to move on, just as we Have a lot to cover, but Anna stick around.

Thank you very much one other Thing I just wanted to mention is that a lot of towns and municipalities are Looking for ways to support their local small businesses, especially ones that do Geographically, based off retail and storefront, and so if you had you can’t Get it if you don’t ask, and so and I was bringing up the fact that they have an Email list, which we know now is much more effective than ever before.

That they’re willing to share that she can then use for her email, marketing, um She also can leverage that for Facebook advertising Google advertising targeted Ads for folks in the local community, Marcelo Salif also asked about geo Fencing so geo fencing just means carding targeting a geographic area, so That only people in that geography who live in that geography would actually See the ad and that’s also another thing – that’s done through Facebook and Instagram advertising, as well as Google, Adwords I sing so you have a tremendous number of tools at your fingertips.

We focus our 12-Week program on LinkedIn, Facebook and Instagram advertising and the geofencing Is a big part of that, so we show businesses how they can do it, but you Can do it in a lot of other places as well, so wanted to now take a minute. You Know I’ve been reflecting I’ve been speaking to a lot of business owners and I wanted to reflect a little bit on some marketing tips and marketing principles.

That, I feel, could be very helpful in terms of thinking about what you’re Doing in this moment, so the first one is, as we discussed earlier, customer Behavior has changed. Fundamentally, people are teleworking, student students, Are home from school and what I’ve heard a lot is people say things like Why, and by the way Chiara, I realize I forgot to get to your question about the Margarita delivery, so I hopefully Ana Robbins, if you could answer in the chat, Chiara was asking: did you have to get any special licensing to be able to Actually do your margaritas for delivery, if you could just put that in the chat That would be great and and angel Gonzalez asked earlier.

About which crm that Raphael used and the CRM he used is called autopilot HQ So we know that customer behavior is changed fundamentally and I put and Maybe forever the reason: why is, for instance, even though you it seems like a Lot of people buy online Walmart is much larger in terms of its retail sales, then Amazon is but what’s going to happen, is more people are going to try Amazon out Online purchasing out for the first time because they have to, and I believe that That’S going to cause a permanent shift from retail to e-commerce because once They’Re on the platform, many that will probably become Prime members they’re Now, locked into that way of buying that many of us quote early adopters have Already done same thing with telework, I don’t think everyone’s going to rush back.

Home rush rush back to the office when this all ends. You know, Teleworking, I think, is now going to become a much more standard practice. Across businesses of all size, it’s more convenient in some cases, if it doesn’t Impact productivity or businesses see ways to have people spend two or three Days at the office and the rest of the time working from home, they’re building Right now, all the infrastructure that will allow for that and they’re building The processes to allow for that, I just don’t see how that that’s going to change.

When, suddenly, you know everyone’s going back to work and rush, I just don’t see. That happening learning online is another one. Many of Us are taking an opportunity now to learn online. Even those of us like me, Who grew up in in-person education, so learning online and the business that I Run which is online education? I think people who are in my target demographic Which is 30 and above but people who do not grow up with digital.

I think they’re Going to become more and more comfortable with digital marketing, with learning Online and learning digital marketing online so because we’re seeing this Fundamental shift that may or may not be a forever shift in customer behavior. You Must change your marketing, so you must look at how you’re communicating with Your customers and make sure that you’re communicating with them to where they Are I would also add that now is not the time for the hard sell? You know most People are still kind of getting used to this new normal, really thinking more in Terms of how can you help and how can you communicate in a way? That’S helpful.

To them, rather than the hard sell tip number two is start with your audience. What your audiences need right now, so, if you’re trying to think about what the Heck, can I talk about online? What how the heck can I avoid just going dark and By the way, no business should go dark, even if you’re not able to do work right. Now, if you’re a you know a retail store that doesn’t have an e-commerce Component, you know when there’s a business in our program right now that Runs malls right, yeah, there’s not a heck of a lot for a mall to do right now that Doesn’T mean that you should not be communicating with your target customer So, for instance, if you’re a mall and you have hundreds of businesses that are Working with you, you could talk to them about tools to move from retail, to E-Commerce or you could talk to them about some resources for retailers that Are available so there’s a lot that you can do to communicate with your Customers that goes beyond just the direct product or service that you sell.

So really think about what is your audience or What are your audience’s need and there are different audiences and then try to Serve those audiences, and one big recommendation I would make – is do not Forget about communication with your employees, even if your folks are working From home, or not working at all, if you want them to come back to you after this You must be communicating with them and a near-daily basis, and for most of you, Everyday, you want them to know that you’re there that you’re thinking about Them and that you’re keeping them abreast of how this larger situation is.

Impacting their individual lives and then finally, you know Ana Robbins Doesn’T right now have a way to take orders online? She had been relying on Post maids and other options because she was primarily a in person. You know sit Down fast casual restaurant now is the moment that Ana can pick up that project. That was probably sitting on the shelf and get a really good online. Her online Ordering system up and running get an app going, get a process and a system to Do it efficiently? This is the moment for those of you who need to revise your Website who want us get started with your social media.

Now is the moment to Do it dust off those plans and get started communicating through these Digital tools, many many small businesses – have tended to be really slow to doing. This kind of thing – and now is the moment to do it, so I wanted to bring Andre inna From post, our Pilates on a hundred, you know was part of cohort seven. She is the Ceo of a international organization called pole star that not only runs four Or five studio hosts Pilates studios in the Miami area, but also is the number One educator worldwide of Pilates instructors and they provide a Certification, so she is kind of two sides of the business.

She has one side: Of the business which is offering classes – and you can see that they’re Offering now Virtual mat classes, but they also are an educator kind of like Biz hack, the does online and in-person education, and so you can see here that They’Re now giving a 50 percent discount on almost all of their Online courses, Andre inna, welcome hi Dan hi guys thanks for having me how Are you good to see you? You know, we’ve talked a lot about you.

Know the how you know a restaurant is transitioning, you know how Rafael is Transitioning to online classes, um, let’s talk about your post, our educational Component, you’ve graduated more than 10,000 Pilates instructors worldwide. How Are you guys shifting more aggressively into online Education well um. Thankfully we have a learning management. System that we’ve had for a couple of years now, and what most of so just to Give a little background on our courses: they’re Pilates teacher training courses, So most of our teacher trainings were used to being on on-site.

We would meet Every month for a weekend a month and have the labs and all of that and what We’Ve done with our current cohorts we’re running around, I want to say 25 Courses of people right now across the USA, what we’ve done is, depending on what Module they’re in right now we meet online to cover the theory, part of the Training and we’ve postponed all the labbing exercises until we can all meet In sight to test out the equipment and work on each other as it as a group, yeah And then what we’ve been doing is we’ve been focusing on our grants, the ten Thousand people worldwide and trying to see types of offering we can give them That’S considered continuing education for them to apply with their client base.

So these people are people who already know their body are know how to Use the equipment know enough about the basic Pilates theory that we can just Through virtual classes and workshops continue to educate them on new new ways, Of working with a population or how to work online or what things they should How do new ways or things that they can apply to this new virtual delivery of Courses, so are you seeing an uptick in the purchase of these courses? What are You seeing more people buying online courses from you.

Yes, so we’ve seen a Little spike on our courses right now we have around 20 virtual courses currently On in stock and what we did, what we’ve been doing is going back to the basics. Of our core curriculum and trying to dissect that and convert those into Virtual training courses to offer them to either new Pilates students or people Who wan na you know have been have had haven’t, had any training in a little While and are now that they have spare time, they can go in and read some Courses online, that’s great.

Another question I had for you is you’ve. Also Moved your student, you, you run one of the studios and you’ve moved your Pilates Reformer classes, reformer is a piece of equipment that you use to do. Pilates to mat classes. How is that going? How is that transition? It’S good. We have Five studios in the US and all our clients have been really really thankful. For our offerings, we are offering two Classes in the mornings and took classes in the evenings, mostly mat classes and Then, for those clients who have a have the equipment at home, we meet depending On it’s a small group, it’s a group of seven people we meet depending on on Their schedule we host a class with equipment online as well, and are these Classes you pay for a la carte, or these are for your members.

We most of our Members have kept their memberships, so we haven’t had to do much there that Were just there they’re happy to continue with their membership and as Long as we hold classes for them every day, another thing that we’ve been doing Is we created a new pricing offering for those people who were currently on a Groupon package, so that they can continue once their wants, their Groupon Is over, they can continue to purchase something that’s more.

It’S a lower cost. And what a regular membership would be right and unlimited for ninety five Dollars a month, so I wanted to take a second thank you. So much under you know. For for that insight, I want to take a second and just make a plug for our Three small businesses, if each of you guys could please in the chat, put your Website and so that people know where to go if they want to do business with you, Um one thing to think about is you know for Andrei Nina and for Raphael um.

They Are right now in a place where they can serve? You, no matter where you are in the County so, like I’ve always wanted to send my seven-year-old daughter to Raphael’S dance classes, and now I can so please support them and everybody else. Who runs a small business in town? Please feel free to put that in the chat as Well, um now is the moment guys to supports our small businesses. This is Going to be brutal, you know for Raps business for Andrea in This business, it looks like you and Robbins might be able to kind of Make it work as long as she’s allowed to continue to deliver, but this is the Moment now to support small businesses to try to do direct business, even if It’S a little less convenient to call versus using post mates.

You know please Do everything you can guys to support these small businesses, because I can Tell you as a small business owner in South Florida. This is a really hard and Scary time and your support is just incredibly important to us um I wanted To now welcome Rachel Cohen, she works with miami-dade, Commissioner Aileen Higgins, from district 5 Eileen was actually a graduate of the biz hack Program she then used what she learned to become an instructor in the biz hack, Program my first lead instructor and then because she’s, a digital marketing, Whiz leveraged that to become elected as a miami-dade County Commissioner, so she Was so generous to send Rachel Cohen and she’s created Rachael has a resource List for small businesses – all of you guys, are going to receive a copy of that As part of the email, a link to it and that list is constantly being updated, I’M Rachel Cohen, if we’re a small business, what message would you want to Send to us about what’s available hello, everybody.

Thank you so much for having Me so what we usually do in our district and district five, if you don’t know, Includes Miami Beach Little Havana downtown Brickell core away a lot of Really small local businesses, we send out a monthly resource, every single Month through email, I’m called strictly business where we put together a list of Classes going on mostly free programming grants loan applications, things like That, because the situation is changing so rapidly and more organizations are Coming forward with resources, we decided that this Google Doc that you’re all Going to be receiving was the best way to consistently update all of our Business owners, what I would say is that our local organizations are doing a Really good job by providing free consultations and assistance.

With loan applications in the resource guide, it’s it’s organized by local state. And federal for our office, specifically, we work a lot with Prospera to help our Hispanic business owners they do a lot of free work, a lot of free consultations, And sessions with people and they’re still open for business Most of our organizations have like most of your businesses adapted and realized. Ways that they can do consultations through webinars or phone or FaceTime They’Re there for you, I have most of their links in the guide and I would Just encourage you, if you’re struggling, if you can’t figure out what to do next, Please reach out to them because their that’s! What they’re there for Other things that we’re working on in our office is just working with the sea.

And federal representatives of this area so working a lot with Senator Jose Javier Rodriguez and congresswoman Donna shillelagh to provide more programs, so I Know on April, first Donna shillelagh is is hosting a town. Hall, where she’ll be discussing the loan applications with a representative from The SBA so we’re going to be promoting different things on all levels of Government that are going on to help you in this in this resource guide, I will Post my email in the chat – and I can add any of you to our normal newsletter list – That will be sending out, but this hold up and you’ll receive after this is Going to be constantly changing and constantly being updated, so please feel Free to send me any suggestions, if you know of any resources that are included, On it, please send them my way and I will update it as I get it.

So, thank you yeah. Thank you so much for the time and obviously for the work that You guys are doing. I wanted to share um, you know, biz hack. Does digital marketing Training, and so I wanted to share a couple of resources that are specific to Digital marketing that could be helpful to you guys so Facebook has launched a Hundred million dollar a small business grant program, I’m Assuming that most of this money they haven’t given a ton of detail around it, Yet, but I’m assuming most of that money is going to be advertising credits, but Facebook is getting a bump in usage, so if you have something to advertise this Small business grants program can help you.

Of course, you do need to know how to Advertise that’s what we teach Facebook also has created a business resource hub Which is a full list of all their resources for small businesses? Google Has done something similar, they call it the resource hub. They have a tremendous Amount of tip sheets and resources for you, I’ve been waiting to see if Google Was going to announce something similar like a small business fund or small Business grants and I haven’t seen it yet so I would expect that that will Come out shortly, it seems like you know.

Google does rely so much on businesses. Like yours for their advertising, I’d be surprised if they didn’t do something. Too um, but it’s not just Google in Facebook, LinkedIn, Yelp, HootSuite, Shopify, Moz we transfer box and more have been offering free reduced-price services in Some cases, funds for small businesses, we’ve been collecting a list of all of Those at Tribeca comm slash Cove at 19, similar to the list of resources that Rachel is doing for state, federal and and local resources for small businesses.

We’Re collecting digital marketing resources – and this is leads to my bonus – Tip of the day, which is if you’re using a software, ask them about their koban 19 Program, though, like if you’re, using a CRM or if you’re using you, know a Technology platform, if you say that then look I’m a small business, I’m struggling Right now, what can you do for me? I almost guarantee that they’re going to come.

Up with something maybe forgiving your fee for a few months, it’s worth the call It’S worth the Google search to see what they’re doing, because just about every Software company is offering something right now and just don’t be Shy to ask it now is the moment I wanted to you know: III, I am just inundated and Overwhelmed with an enormous amount of amazing responses, thank you all of you, Who filled out our survey so many insights and ideas and questions that we Definitely can address in this first webinar, but our plan is to do more.

I did Want to share one thing from Michelle Benesh. I think that that’s the way you Pronounce it from menu men, she wrote hoping I’m the last menu company Standing so we will gain market share. So the point there is that this is a moment. Obviously, of a challenge, but also of opportunity and we’re going to strike that Theme here in a minute as we wrap up so the first thing I wanted to do is I Wanted to announce that we’re going to be doing another community webinar next Week it’s Wednesday at 12:30 p.

M. Brewster Kahle has so generously agreed. He’S a branding expert, we’re calling it what now So, if you’re interested, please click that link and sign up, send it to friends. We actually hit capacity, which I never expected that we were going to do. We had More than a hundred people who wanted to join us and we’ll find a solution for That biz hack is also still in business. We’Ve moved all of our program offerings Online, we have traditionally done in-person classes, we’ll transition back To in-person, when the moment arrives, but we’re going to be continuing our online for Our 12-week program through online – I do not want to be selling right now, but I Do want to say that I am a small business.

I’M scared, like many of you, About what’s going to happen next, if you think, there’s someone that you Know who could benefit from learning how to market themselves online how to build Up their digital presence, that’s a link to our syllabus and our application and Then finally, I wanted to leave with a note our lead instructor for the current Business, a 12-week program which we’re offering online is Alex dr.

, bio, Of IBM and Constant Contact – and he intricate appointed me to this just Amazing quote in this amazing thing from Chinese in when written in Chinese, the Word crisis is composed of two characters: one represents danger and the Other represents opportunity, and I just want to leave by saying now is a moment: When we are all in danger – and we have unprecedented opportunity – and it’s Really a matter of frame of mind if you’re in a siege mentality and you’re Looking at just the erosion of your revenue and you’re, asking yourself how Am I going to survive this you’re, definitely feeling the danger? Part of crisis, but there is an opportunity part of crisis as well.

There’S an opportunity for you to reinvent your business to serve your Customers to think creatively about how to transition your business into an Online setting – and I just want to say that there is also a community of us who Are working on this with you? That’S what biz hack is all about is creating a Community of online marketers and businesses online to help you think, About how to deal with this incredible transition – and so I wanted to leave you With these words, which is focus as much as you can on the opportunity, when I say Thank you guys so much for being a part of this.

I am so grateful to all of you. For being here, thank you, 200 to Raphael and to Anna Robbins. I wish you guys the Best of luck with your businesses and everyone’s business, it’s online there Were a lot of questions that you asked that we weren’t able to get to in this Really packed setting we’re going to look for ways to continue to answer those Whether it’s on social media, on our blog on our website or perhaps in future Webinars stay in touch.

We have your email, Addresses all of you should have in your inboxes now a copy of this presentation. A list of tips for remote work, a list of tips for digital marketing resources, the County resource list of all the different things that you can Do and they link to RSVP for next week’s webinar looking forward to Brewster Kahle next Wednesday, at 12:30, and with that, thank you guys. Please send your Best regards in chat and we’ll see you really shortly.

Thank you.